Job Description

Position description:

- The purpose of this role is to work towards driving holistic thinking and making continual progress with customer-alignment by building systems, processes and practices deploying delightful customer experience across the customer journey of the Electric Vehicle customer.

- This executive will work along with various cross functional teams to facilitate central oversight of customer experience vision for Future Mobility. The teams focus on synergies, organizational learning, change management, holistic perspectives, closed-loop systems, creativity, improvement, customer-centricity and momentum. Centralized customer experience programs include customer research and analytics, customer relationship management and customer success, customer service and business process improvement.

Primary Responsibilities:

- Optimize the current feedback collection systems , build close looping & assist in development of scalable process changes(Kaizens) to address the issues

- Liaise with cross functional teams in the implementation of a framework and customer/user journey maps to help structure efforts consistently across disciplines within the organization

- Collaborate with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey

- Management of customer information and communication at each episode and interaction (information like experience data, campaign management, response and customer relation)

- Ensuring a consistent, accurate and timely reporting of key metrics as per the framework

- Ensure a robust governance to ensure effective daily work management, regular PDCA and top projects implementation towards achievement of customer success objectives

- Co-own the implementation & adoption of Omni-Channel capabilities across Customer Journeys

- Execute the POC\'s & DOE(Design of Experiments) related to Customer Experience for Future Mobility

- Create & implement a process to enable seamless communication between stakeholders for a faster resolution of customer complaints

Additional Responsibilities:

- CX Metrics across episodes / X Verse - Score

- Execute Xverse POC\'s along with squads

- CC TAT Reduction

- NSS

Educational qualifications preferred :

- Category: Bachelor\'s Degree, Master\'s Degree

- Field specialization: Computer Science, Information Technology, Marketing

- Degree: Bachelor of Engineering - BE, Master of Business Administration - MBA

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