Description
We are looking for a dynamic, analytical, and customer-obsessed skilled for our Customer Satisfaction (CSAT) program. This role combines data-driven insight generation, process reimagination, and cross-functional collaboration to continuously improve the client experience and enable commercial teams with actionable intelligence.

Beyond driving CSAT, the role will partner closely with Sales, Delivery, and Strategy / Business teams to develop client-centric insights, identify experience improvement opportunities, and data-backed sales strategies.

Responsibilities
Key Responsibilities:
- Customer Experience Management: Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.
- Insight Generation & Client Intelligence: Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative analysis; translate insights into business recommendations and growth opportunities for the business.




- Process Re-engineering: Identify and reimagine experience and feedback workflows across the client lifecycle; drive adoption of AI and automation to standardize processes and tools that improve quality, responsiveness and efficiency
- Program Management: Design and manage cross-functional customer delight, engagement and retention programs; track follow-up action on recommendations.
- Stakeholder Collaboration: Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies.
- Continuous Improvement: Introduce new analytics tools, dashboards, and automation that enhance efficiency and reporting accuracy.

Key Success Metrics:
- Improved CSAT/NPS metrics and response quality.
- Increase in actionable customer insights leveraged by Sales and Delivery.
- Adoption and impact of enablement materials and client intelligence briefs.
- Me

📌 Senior Manager (Noida)
🏢 EXL
📍 Noida