Key Responsibilities :
- Driving the organization's Customer and Employee Experience journey by overseeing/coordinating with the Sales and customer service teams and getting into customer data
- Focusing on improving customer and employee experience metrics - defining those metrics for all verticals, finding the best methods to measure these input/ output metrics, aligning all departments and then prioritizing projects to improve them.
- Connecting customer experience with immediate business goals - conversion rate, repeat customer rate as well as long term brand goals and continuously testing and improving processes to achieve these goals.
- Defining the tech-product/process road-map to ensure that the customer experience is taken to the next level.
- Strategies and execute all projects aimed at solving customer problems - from pre-sale, post-sales transactional flow to branch experience
- Interact with Key business stakeholder for tech products where end-user is either customer or internal team - and their implementation and adoption and enhanced customer experience
- Responsible for all communication touchpoints as well online brand reputation by proactive grievance resolution
- Stay abreast of the current IT environment and industry IT trends relevant to the line of business
- Play an advisory role to customers regarding the use of current technology, best practices and tools to enhance the effectiveness of their business processes & crafting overall Customer Experience strategy
Required Skills :
- Strong understanding and appreciation for CEM and its applicability in various industries
- Experienced in one or more of the following CEM suites: OpenText, Adobe, SAS, Salesforce, etc.
- Ability to think out of the box and come up with an innovative solution
- Ability to manage teams of consultants and solution expert
- Highly energetic, committed and self -driven
Required Qualification/Experience : Product Management/Experience in Customer Experience Management (CEM) in a new age business
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