Program Manager - Customer Experience Strategy

Search Light Consultants
  • Bangalore
  • 4-8 lakh
  • 4-8 years
  • Views
  • 14 Jul 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Our team performs continuous measurements of our customers experience to drive improvements and make recommendations to our leaders. In this role, you will be responsible for planning and executing end to end focus group analysis which results in creating impactful customer experience enhancements.
The successful candidate will be an analytically driven team player, with an excellent attention to detail and a keen business sense.

Key Job Responsibilities
Clear understanding of how to compare and collect consumer experience data across industry
Aware of various research and exploratory research techniques to collect data
Analyze and report data to be shared with senior leadership
Partner with business leaders across the company in developing programs and communicating/following-up on actionable findings
Work cross functionally with peers/colleagues
Propose enhancements to our processes, website and app experience

Bachelors degree in Business, Operations, Finance, Engineering, Computer Science, Mathematics or equivalent
Strong analytical skills, excellent attention to detail and good business judgment
4 - 8 years of relevant work experience in e-commerce
Experience in an international work environment in areas such as management consulting, internet, technology, retail, consumer goods or research firms
Strong quantitative and qualitative analytical skills, excellent attention to detail and good business judgment.
Proven history of having worked across cross-functional teams and functions.
Strong communication skills (including experience reviewing results with senior management and working in a global team setting)
Preferred Qualifications:
Advanced degree (e.g. MBA) is preferred.
Diverse work experience/background
Prior work ex in user experience is preferred
Self-starter, possess flexibility to work in a fast-changing environment and ambiguous situations
A passion for customer experience combined with business curiosity and a strategic viewpoint


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