Roles and Responsibility :-
– Drive consistent and ever improving performance with respect to all key Customer Experience metrics such as NPS, Trip score, CSAT and Complaints etc.
– Identify system and process improvement opportunities to solve complex operational issues and proactively heading off negative service trends.
– Work closely with the Product/Tech teams to ensure that tools and systems are continuously enhanced.
– Understanding & utilizing resources available through internal systems, policies & procedures, striving to improve the same
Critical skill sets:-
– Process improvement
– Designing Customer retention programs
– Simplifying business processes
– Empathy towards customer issues ( with a thorough experience in service industry)
– Understanding data and analysing trends