Job Title: Customer Experience (CX) NPS Manager/Sr. Manager
Job Summary
We are looking for a data-driven CX NPS Manager to lead our customer sentiment programs. You will be responsible for the end-to-end management of NPS (Net Promoter Score, i.e. Transactional NPS, Onboarding NPS) and CSAT (Customer Satisfaction, i.e. Collection CSAT) surveys, using advanced Excel and analytical techniques to identify trends that drive customer loyalty and business growth.

Key Responsibilities
Survey Management: Design, deploy, and manage recurring NPS (relational) and CSAT (transactional) surveys across multiple customer touchpoints.
Data Analysis & Reporting: Utilize Excel (Pivot Tables, VLOOKUPs, advanced formulas) to aggregate large datasets and visualize score distributions.
Actionable Insights: Conduct Root Cause Analysis on negative feedback (detractors) and identify key drivers for "Promoters" to inform product and service enhancements.
Cross-Functional Collaboration: Partner with Sales, Collections, Product, and Support teams to share the "Voice of the Customer" and track the impact of CX initiatives.
Benchmarking:



Monitor KPIs like response rates and score trends against industry standards to ensure competitive service delivery.
Experience in Banking and NBFCs domain
Required Skills & Qualifications
NPS & CSAT Expertise: Deep understanding of the Net Promoter System and customer satisfaction methodologies.

Advanced Excel: Proficiency in complex data manipulation, including macros, nested functions, and automated dashboards.
Analytical Mindset: Ability to translate qualitative customer comments into quantitative data categories.
Technical Literacy: Experience with survey platforms and CRM tools like Salesforce or Zendesk.
Communication: Robust ability to present data-heavy findings to senior leadership in a explicit, compelling manner.
Education & Experience
Education: Bachelor s degree
Experience: 10 15 years of experience in Customer Experience, NPS, C-SAT, Data Analytics.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager / Sr Manager Net Promoter Score Thane (India)
🏢 Hiring Street
📍 India