We are looking for a Customer Experience Lead to join our team and oversee the assessment and improvement of our customer satisfaction. You will be responsible for analyzing NPS data, identifying trends, providing actionable insights, and collaborating with various stakeholders to implement strategies that drive customer satisfaction. You will also play a pivotal role in shaping the future of our customer-centric initiatives.
- Develop and implement a customer experience vision and strategy that aligns with our company’s mission and values
- Lead and manage a team of customer experience specialists, providing guidance, support, and feedback
- Collect, analyze, and interpret NPS data to evaluate customer sentiment and satisfaction level
- Identify patterns, trends, and key drivers affecting customer experience
- Collaborate with data analysts to create comprehensive reports and visualizations for senior management
- Conduct in-depth analysis to gain insights into customer behaviours, preferences, and pain points
- Synthesize customer feedback from various sources to uncover opportunities for improvement
- Provide actionable recommendations to enhance customer satisfaction and loyalty
- Collaborate with cross-functional teams to develop and execute strategies based on NPS insights
- Assist in designing initiatives aimed at enhancing the overall customer experience
- Monitor the implementation of strategies and assess their impact on NPS scores
- Monitor changes in NPS scores over time and track improvements resulting from implemented strategies
- Stay updated on industry trends and best practices related to customer experience and NPS measurement
- Regularly refine analysis methodologies and reporting processes to ensure accuracy and relevance
- Champion the voice of the customer and drive a customer-centric mindset at every level
- Craft compelling narratives backed by data, illustrating the journey of customer improvement
- Effectively communicate insights and recommendations to stakeholders at all levels
