Hiring for Leading Companies /Customer Experience Lead

Job Description:

Job Description

• Implement a customer experience vision and strategy that aligns with our company’s mission and values. Champion the voice of the customer and drive a customer-centric mindset at every level
• Collect, analyze, and interpret NPS data of 811 customers to evaluate customer sentiment and satisfaction level
• Identify patterns, trends, and key drivers affecting 811 customer experience
• Collaborate with data analysts to create comprehensive reports and visualizations for senior management
• Conduct in-depth analysis to gain insights into customer behaviours, preferences, and pain points
• Synthesize customer feedback from various sources to uncover opportunities for improvement
• Provide actionable recommendations to enhance 811 customer satisfaction and loyalty
• Collaborate with cross-functional teams to develop and execute strategies based on NPS insights
• Monitor changes in NPS scores over time and track improvements resulting from implemented strategies
• Stay updated on industry trends and best practices related to customer experience and NPS measurement
• Effectively communicate insights and recommendations to stakeholders at all levels
• Collaborate with marketing, product, technology and customer service teams to align efforts toward improving customer satisfaction

Job requirements

• A bachelor’s degree in engineering or a related field along with a master’s degree
• Prior experience in customer experience or product management
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
• Exceptional communication skills, both written and verbal, for effectively presenting findings to diverse audiences
• Detail-oriented with a passion for improving customer experiences and driving positive change
• Leadership skills with the ability to motivate and inspire your team
• Creativity and innovation skills with the ability to generate new ideas and solutions
• Collaboration skills with the ability to work well with others and build strong relationships
• A customer-focused and empathetic attitude with the ability to understand and anticipate customer needs and expectation