Interaction Design Manager - CX (NLP Certified)

Flipkart is a part of the Walmart-owned Flipkart Group, which also includes group companies Flipkart Health+, Myntra, and Cleartrip. The Group is also a majority shareholder in PhonePe, one of the leading Payments Apps in India.

• Identify customer personas and develop conversational design strategy for Voice & Non Voice channels of agent assisted customer support.
• Continuously study the training needs to identify the training content related opportunities for Soft skills and effective customer handling.
• Develop and enhance the skills of the customer support staff, ensuring that every customer interaction is handled with expertise, empathy, and efficiency.
• Responsible for knowledge transfer and certification of trainers on soft skills & customer services.
• Build coaching frameworks that fosters resolution mindset & exemplary service attitude.
• Pivot communication framework in response to business needs and feedback
• Champion innovation through benchmarking, industry best practices and creative thinking.
• Monitor and report success metrics for continuous improvement
• Innovate interaction design through emerging technologies

What will you bring to the role ?

• Behavioral certifications like Nudge Theory, Certified Professional Coach, CPBA,
• NLP Practitioner, Emotional Intelligence certifications, Behavioural Change Specialist.
• Performance Coaching expertise with a proven track record of driving a resolution mindset through coaching mastery in areas like communication skills, customer empathy, conflict resolution, and problem-solving. Familiarity with coaching methodologies that influence agents to adopt and maintain new behaviors, focusing on both skill development and attitude shifts.
• Advanced Communication & Interpersonal Skills to distill dense concepts into simple, agent-friendly language. Excellent research, writing and proofreading skills with keen attention to detail.
• Ability to influence others and build strong working relationships.
• Data-Driven & Analytical mindset to interpret KPIs and apply data to enhance performance and optimize workflows.
• Design thinking to optimize the agent ecosystem and communication framework for maximum efficiency and scalability.
• Self-starter with an ability to work under tight deadlines with minimum supervision.
• Customer obsession to build communication frameworks that deliver value and resolution to customers during each interaction. Deep understanding of customer service KPIs.

To succeed in this role, you should have the following:

• Bachelors degree preferably in communication, journalism or related field
• 10 years of experience in a contact center role preferably in the Training domain.
• 3+ years of proven experience as a soft skills trainer/ performance coach in customer service industry
• Good command over spoken and written English and Hindi