Role Overview

GScale Energy is looking for a Customer & Employee Experience Specialist to

establish a regular feedback practice from the company’s early stages. The role will

own customer satisfaction (CSAT), employee satisfaction (ESAT), and Net Promoter

Score (NPS) surveys, turning feedback into transparent actions that improve both

experiences.

Key Responsibilities

 Design and run recurring CSAT, ESAT, and NPS surveys at relevant points in

the customer and employee journey.

 Set up survey schedules, questions, response tracking, and reporting

processes.

 Communicate with customers and employees to encourage participation and

gather meaningful feedback.

 Analyse responses, identify trends and areas of concern, and present concise

recommendations to leadership.

 Work with business and HR teams to assign follow-up actions and track their

completion.





 Monitor changes in satisfaction scores over time and refine the survey

approach as the company grows.

 Handle individual feedback with discretion and maintain confidentiality where

appropriate.

Requirements

 Around 5 years of experience in customer experience, employee experience,

HR engagement, service quality, or a related role.

 Excellent written and verbal communication skills, with confidence engaging

both customers and employees.

 Hands-on experience creating surveys, analysing feedback, and presenting

findings.

 Strong coordination and follow-through skills.

 Working in a growing organisation and building processes from the ground up.

Skills: analysing feedback,csat,esat,presenting findings,service quality,customer,survey,hr engagement

📌 Customer & Employee Experience Specialist (Hyderabad)
🏢 Cognisol
📍 Hyderabad