We are seeking a dedicated and detail-oriented candidate to join our team. The candidate will be responsible for managing customer experience measurement at Kotak Life. This includes NPS management, vendor coordination, online reputation management, and continuous improvement projects. This role involves close cross-functional collaboration with stakeholders and ensuring timely deployment of CX projects.
Key Responsibilities:
NPS Analysis & Management:
Conduct in-depth analysis of Net Promoter Score (NPS) data to identify trends and areas for improvement
Set up & monitor NPS surveys and processes for current projects
Follow up with vendors and internal teams to address NPS-related concerns and ensure timely actions
Create content / creatives for driving adoption of internal & externally CX initiatives
Vendor & Stakeholder Coordination:
Manage vendors working on customer experience initiatives
Collaborate with internal teams and stakeholders for CX projects and improvements
GMB Listing & ORM Management:
Manage Google My Business (GMB) listings,
ensuring information accuracy and engagement - Handle initial level online reputation management (ORM) queries and respond promptly to the vendors / internal stakeholders
Ensure timely closure of ORM-related issues
CX Improvement Projects
Lead projects focused on enhancing overall customer experience
Track project progress and measure impact of implemented changes
Meetings & Reporting:
Conduct monthly and fortnightly meetings with NPS stakeholders to review progress and plan next steps
Prepare reports and dashboards on NPS, ORM, and other CX metrics
Qualifications & Experience:
Graduate or Postgraduate degree in any discipline
Minimum of 3+ years of experience in customer service, customer operations, or related fields
Prior experience in data analysis, or ORM is preferred
Skills & Competencies:
Robust analytical skills with the ability to interpret customer feedback data
Excellent communication and presentation skills
Proficiency in using online tools
Ability to collaborate effectively with cross-functional teams and vendors
Project management skills with a proactive approach to problem-solving