Customer Experience Manager Job in Tata
- Oracle
- 2 to 6 Yrs
- Other Maharashtra
- 2 months ago
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Job Description
- Company Description Tata Digital is a future-ready company that focuses on creating consumer-centric, high-engagement digital products. By creating a holistic presence across various touchpoints, we aim to be the trusted partner of every consumer and delight them by powering a rewarding life. The company's debut offering, Tata Neu is a super-app that provides an integrated rewards experience across various consumer categories like groceries, fashion and electronics, travel and hospitality, health and fitness, entertainment, and financial services on a single platform. Founded in March 2019, Tata Digital Private Limited is a wholly owned subsidiary of Tata Sons Private Limited. About the Team: Customer Experience team being the custodians of the customers, is the central team ensuring to provide best-in-class experience for the customers by closely collaborating with cross-functional teams across the organization. There are multiple openings in the team as a full-time on-site role for a Customer Experience Manager/Assistant Manager at Tata Digital in Mumbai. Roles and Responsibilities: Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce customer contacts Share data, insights and best practices from within the company and outside to constantly help improve customer experience. Create BRDs, SOPs, etc. and collaborate with various cross-functional teams to implement enhancements Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified Proactively identify trends of CX metric to prevent / identify customer impacting issues Be data-driven, translating insights into actionable improvements through customer journey mapping and process optimization. Liaise with multiple design / product / business teams stakeholders to implement the necessary changes Review the process/strategy for new constructs from end-to-end customer experience point of view Design & create workflow for Self service options for customers to improve the experience Design & create chatbot journeys to resolve complex problems in a structured manner Monitor effectiveness of bots and self serve tools, understand customer feedback and take corrective actions Work Location: Mumbai Work Experience: 2-5 years in Customer Experience Design & Strategy role/ Process Excellence in Financial Services Products Technical proficiency is a plus Competencies Critical for the role Program Management Stakeholder Management Problem Solving Communication skills,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Customer Experience Manager Job in TataContact Details:
Company: Tata digitalLocation(s): Other Maharashtra+ View Contact
Keyskills: Customer Experience Design Customer Journey Mapping Data Analysis Process Optimization Stakeholder Management Program Management Problem Solving Communication Skills
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