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21 Aspire FT Jobs
Customer Experience Strategy Lead (CX Operations vertical)
10-12 years
Gurgaon / Gurugram
1 vacancy
Customer Experience Strategy Lead (CX Operations vertical)
Aspire FT
posted 1d ago
Job Role Insights
Key skills for the job
Job Description
- Build a long term vision on Customer Experience at Aspire, and build a long term (1-2-5 year) roadmap to get there.
- Lead Customer journey mapping exercise to identify key friction points and work with cross-functional teams like Product, Technology, and Operations to drive changes.
- Drive contact rate and detractor rate reduction across global markets
- Leverage Gen-AI solutions such as Co-Pilots, Chatbots, AI support agents to help drive CX transformation.
- Lead effectively chatbot strategy at Aspire for new / existing customers, track effectiveness and efficacy of the chatbot in line with best in class CX practices.
- Regularly conduct competitive benchmarking by understanding best in class market practices, newer Gen AI capabilities and proactively suggest changes in the CX transformation journey.
- Lead customer mystery shopping exercise to suggest improvement areas and drive changes.
- Leverage tech first mindset to transform customer experience.
What do we need :-
- You have done it before - Minimum 10- 12 years of experience; Strong track record in managing customer experience strategy operations in B2B or B2C Fintech industry.
- Strong track record in managing stakeholders (internal external).
- Track record in consulting, driving CX strategies in the fintech companies is preferred
- You can think short and long term - You come up with a strategy for the next quarters, but also to execute and produce deliverables this week. You can comfortably build short term and long term CX strategies.
- You are a hands- on leader- You are comfortable in building reviewing customer journey maps and identify opportunity areas to improve CX.
- You are strategic influence outcomes - You are strategic, highly analytical and structured; you are able to align CX strategies according to the companys vision. You can influence xfn stakeholders to drive outcomes.
- You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you. You always think of the customer first approach by keeping customer interest first.
- You have strong communication skills - You can communicate key messages effectively with internal and external stakeholders. Your communication is clear, concise and professional.
Employment Type: Full Time, Permanent
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Customer Experience Strategy Lead (CX Operations vertical)
10-12 Yrs
Gurgaon / Gurugram
Technical Project Manager
15-17 Yrs
Gurgaon / Gurugram, Bangalore / Bengaluru
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