Deputy Chief Manager - Client Experience
Current-Drive effective use of analytics in Mission Happiness Program to improve NPS-Ensure the structural close looping of the issues / insights coming from the MH program.-Ensuring the reports are published and shared with all the stakeholders – CEO/COO’s/Functions-Engaging with various internal functions and driving analysis of NPS feedback-Ensure right governance is put in place along with the help of regional coordinators-Evaluating and suggesting new initiatives-Engage with various functions by sharing feedback analysis and discussing NPS feedback monthly-Enabling each function to focus on key structural initiatives basis the NPS feedback-Coordinate with Functional NPS SPOCs for actions and closures-Drive the program of Customer Insights across touchpoints in order to know more about the customer-Identify / create persona-based segments of customers-Define segmented services on the basis of their needs -Ensure best practices are effectively recorded and shared across teams
