Key Responsibilities
Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.
This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.
Individual will own the NPS study and drive recommendations to improve the customer experience across the organization
Works closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experience
Frequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch points
Liase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancement
Lead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externally




Map customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solution
Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence
Ensure adherence to service & quality benchmarks and provide a best-in-class service experience for customers

Qualifications - Post-Graduation/MBA or equivalent
Experience - 10+ years proven experience in Customer Experience Excellence, NPS or data analysis preferred, with Knowledge of BFSI industry.
Functional Competencies-
Be a subject matter expert in NPS, customer experience, customer engagement, understanding of consumer behavior
Must have in-depth knowledge of and passion for customer satisfaction / NPS data and insights
The ability to make decisi

📌 Chief Manager Chennai
🏢 tvs credit services
📍 Chennai