Job Description:

Job Description

- Implement a customer experience vision and strategy that aligns with our company’s mission and values. Champion the voice of the customer and drive a customer-centric mindset at every level

- Collect, analyze, and interpret NPS data of 811 customers to evaluate customer sentiment and satisfaction level

- Identify patterns, trends, and key drivers affecting 811 customer experience

- Collaborate with data analysts to create comprehensive reports and visualizations for senior management

- Conduct in-depth analysis to gain insights into customer behaviours, preferences, and pain points

- Synthesize customer feedback from various sources to uncover opportunities for improvement

- Provide actionable recommendations to enhance 811 customer satisfaction and loyalty

- Collaborate with cross-functional teams to develop and execute strategies based on NPS insights

- Monitor changes in NPS scores over time and track improvements resulting from implemented strategies

- Stay updated on industry trends and best practices related to customer experience and NPS measurement





- Effectively communicate insights and recommendations to stakeholders at all levels

- Collaborate with marketing, product, technology and customer service teams to align efforts toward improving customer satisfaction

Job requirements

- A bachelor’s degree in engineering or a related field along with a master’s degree

- Prior experience in customer experience or product management

- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights

- Exceptional communication skills, both written and verbal, for effectively presenting findings to diverse audiences

- Detail-oriented with a passion for improving customer experiences and driving positive change

- Leadership skills with the ability to motivate and inspire your team

- Creativity and innovation skills with the ability to generate current ideas and solutions

- Collaboration skills with the ability to work well with others and build strong relationships

- A customer-focused and empathetic attitude with the ability to understand and anticipate customer needs and expectation

📌 Hiring for Leading Companies /Customer Experience Lead (Mumbai)
🏢 Acura Solution
📍 Mumbai