Customer Experience Manager
Current• Ensure holistic view of the customer experience at business segment level, develop the value proposition for the segment and all products channels via design sessions • Deep understanding of our customer through research and analysis related to customer loyalty, understand the competition, customer insights, best practices and benchmarks• Create customer experience improvement plans basis VOCs/ NPS and influence implementation of key initiatives to improve results and drive customer… Show more • Ensure holistic view of the customer experience at business segment level, develop the value proposition for the segment and all products channels via design sessions • Deep understanding of our customer through research and analysis related to customer loyalty, understand the competition, customer insights, best practices and benchmarks• Create customer experience improvement plans basis VOCs/ NPS and influence implementation of key initiatives to improve results and drive customer loyalty• Conducts NPS survey and ensure detractor, passive and promoter feedback is analyzed and feedback is given to respective stakeholders. Show less
