Manager customer experience (Noida)
Manager customer experience (Noida)
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Noida, India -
Posted: less than a week ago
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Description
NOIDA (2-3 days a week WFO) We are looking for a dynamic, analytical, and customer-obsessed qualified for our Customer Satisfaction (CSAT) program. This role combines data-driven insight generation, process reimagination, and cross-functional collaboration to continuously improve the client experience and enable commercial teams with actionable intelligence.
Beyond driving CSAT, the role will partner closely with Sales, Delivery, and Strategy / Business teams to develop client-centric insights, identify experience improvement opportunities, and data-backed sales strategies.
Customer Experience Management : Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.
Insight Generation & Client Intelligence : Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative analysis; translate insights into business recommendations and growth opportunities for the business.
Identify and reimagine experience and feedback workflows across the client lifecycle; drive adoption of AI and automation to standardize processes and tools that improve quality, responsiveness and efficiency
Program Management : Design and manage cross-functional customer delight, engagement and retention programs; Stakeholder Collaboration : Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies.
Improved CSAT/NPS metrics and response quality.
Adoption and impact of enablement materials and client intelligence briefs.
Measurable improvements in customer experience processes and turnaround times.
8+ years of experience primarily in Customer Experience. Exposure to Sales Enablement and Business Strategy roles (in B2B environment) preferred.
~ Strong analytical skills with experience in data visualization and storytelling (e.g., Power BI, Ta Apply on Kit Job: kitjob.in/job/4n8ijg
Beyond driving CSAT, the role will partner closely with Sales, Delivery, and Strategy / Business teams to develop client-centric insights, identify experience improvement opportunities, and data-backed sales strategies.
Customer Experience Management : Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.
Insight Generation & Client Intelligence : Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative analysis; translate insights into business recommendations and growth opportunities for the business.
Identify and reimagine experience and feedback workflows across the client lifecycle; drive adoption of AI and automation to standardize processes and tools that improve quality, responsiveness and efficiency
Program Management : Design and manage cross-functional customer delight, engagement and retention programs; Stakeholder Collaboration : Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies.
Improved CSAT/NPS metrics and response quality.
Adoption and impact of enablement materials and client intelligence briefs.
Measurable improvements in customer experience processes and turnaround times.
8+ years of experience primarily in Customer Experience. Exposure to Sales Enablement and Business Strategy roles (in B2B environment) preferred.
~ Strong analytical skills with experience in data visualization and storytelling (e.g., Power BI, Ta Apply on Kit Job: kitjob.in/job/4n8ijg
Highlights
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Company nameEXL -
Job positionManager customer experience (Noida)
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