Bajaj Allianz - Manager/Senior Manager - Net Promoter Score (6-10 yrs)

PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job):

- Smooth running of the NPS program

- Be able to deliver strong analysis and insights

- Be able to smoothly execute project charters aimed to resolve issues captured through NPS / Digital Assets

- Be able to manage vendors for various ongoing projects

- Execution of new projects under CX measurement.

- Dashboard & power point reporting.

- Be able to collaborate with Business / Ops / IT and other teams and functions and Customer Centricity Team to ensure alignment of objectives, strategy and deliverables

- Initiate & gather feedback from customers who have already provided feedback earlier post implementation of structural updates / changes

- Align to the best practices are introduced in the organization and help team become NPS champs.

- Be able to deliver strong analysis and insights

- Create and implement holistic questionnaires and NPS processes

- To collaborate with all functions and Customer Centricity Team to ensure alignment of objectives and strategy

- Collaborate & work with best-in-class agencies for NPS / 5-Star studies

- Project Management capabilities to ensure deliveries on managed

- Execution and goal setting of the Net Promoter Score (NPS) program for the organization.

- Proven experience in Customer Excellence or data analysis preferred with Knowledge of BFSI, Be a subject matter expert in NPS, customer experience and understanding of consumer behavior.

- Assist in formulating resolution to be provided by departments - Root cause identification & fixation

- Reduction in specific complaint areas post implementation structural update / Changes