Manager - CRM - Customer Experience - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Designation: Manager  - Voice of Customer (VOC), Customer Experience & Insights

Role:

Drive the Voice of Customer (VOC) and Customer Experience measurement framework across customer journeys by managing NPS programs, customer feedback platforms, stakeholder engagement, CX initiatives, customer insight generation, and process improvement projects. The role is responsible for converting customer feedback into actionable business insights that enhance customer satisfaction, operational efficiency, and business outcomes.

Key Responsibilities

1. Voice of Customer (VOC) & NPS Management

• Manage end-to-end NPS programs across customer journeys including Onboarding, Servicing, Requests, Retention, Digital Channels, and Exit.
• Publish periodic VOC and NPS performance reports for business stakeholders.
• Monitor customer feedback trends and identify improvement opportunities.
• Drive complaint closure feedback measurement and customer pulse surveys.
• Improve customer response rates through survey optimization initiatives.
• Lead close-looping mechanisms to ensure customer issues are addressed effectively.
• Track and report customer satisfaction, promoter, detractor, and referral metrics.

1. Customer Insights & Analytics

• Analyze VOC data to identify customer pain points, emerging trends, and business opportunities.
• Leverage Qualtrics, Text IQ, Stat IQ, and AI-based analytics tools for sentiment and thematic analysis.
• Generate actionable insights and recommendations for Product, Service, Operations, Digital, and Sales teams.
• Measure business impact of customer experience initiatives and improvement projects.
• Develop dashboards and scorecards for leadership reviews.

1. Stakeholder Engagement & Governance
2. Customer Experience Improvement Projects

· Conduct monthly VOC review meetings with cross-functional stakeholders.

· Drive VOC awareness and customer-centric culture across the organization.

· Facilitate training sessions on VOC platforms, dashboards, and customer feedback interpretation.

· Collaborate with Product, Operations, Digital, Sales, Service, and Technology teams to implement customer-led improvements.

· Manage recognition and reward programs for customer experience champions.

• Identify customer experience gaps through VOC analysis.
• Lead process improvement and customer journey enhancement projects.
• Partner with technology and business teams to design and implement process changes.
• Develop business requirement documents (BRDs) and customer experience enhancements.
• Monitor project outcomes and customer impact.

1. Cost Optimization & Business Value Creation

• Identify opportunities for platform, vendor, and process optimization.
• Drive cost-saving initiatives within customer experience programs.
• Support business growth through promoter referral tracking and customer advocacy initiatives.

Improve operational efficiency through automation and digital adoption.