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Our Purpose of ‘Doing Well and Doing Good’ is deeply embedded in our DNA – it’s not just our success that defines us, but the drive to ensure that our business and our people create a positive impact on society.

An environment of collaborative learning helps you grow as a leader every single day, while our exponential growth plans give you a platform for a truly exciting career.

Position: Manager – Customer Centricity

Location: Medak, Telangana

Job Description:

  • Develop, drive, and monitor Customer Experience vision, strategy, road map, and execution thereby facilitating necessary capabilities in sustaining cultural change in the organization.
  • Lead Net Promoter Score and Benchmarking Program including an end to end operations of designing and sending surveys, driving analytics on customer experience feedback to provide actionable insights to the operations team
  • Redesign site-wise experience across touchpoints based on customer journey mapping, conduct call quality reviews, measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost, and compliance.

  • Drive process improvement initiatives to help improve customer experience by working closely with all departments.
  • Conduct customer experience workshops and assist the team in understanding and improving key elements of the customer journey including driving change and implementing procedures to improve the experience.
  • Map, manage and translate the customer journey into a logical sequence by leveraging on our program initiatives, integrated projects, and site capability to measurable business value.

Desired Candidate Profile:

  • Ability to effectively collaborate cross-functionally with both internal and external partners
  • Must be effective working in a team environment
  • Strong command on presentation and excel skills

Qualification: Graduation, MBA Preferred

Experience: 10-12 years of experience in customer onboarding, engagement, and retention

Salary: Negotiable

Click Here to Apply Now


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