Associate Director - Customer Journey

IRIS Corporate Solutions Private Limited.
  • Bangalore
  • Confidential
  • 8-12 years
  • 211 Views
  • 08 Jun 2015
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  • Business Analytics

  • Retail
Job Description

The role is to be the end to end owner of Customer Experience for entire Customer Service to deliver great segmented experience

Leverage Analytics to come up with actionable customer segments

Understand Customers needs (functional / emotional) throughout the Lifecycle

Set clear objectives for each segment;

Based on objective, create personalised customer experience maps for ABT & CS (Type of Customer, Type of contact, Customer Need at each step, Customer Emotion at each step, Our Engagement Strategy at each step)

Ensure all improvement projects deliver / exceed the RoI target

Key competencies / attitude required:

Deep understanding of Consumer Behavior

Experiential knowledge of what is best in class in terms of Customer Experience strategy, processes, technology

Ability to create null hypotheses around what would be Useful, Usable, Meaningful for Customers

Ability to create & lead a team of high performing customer lifecycle / experience specialists

Ability to create strong RoI backed improvement themes from VoC stream

Ability to partner with senior people to drive change

Experience:5 to 12 Years of Experience in managing Customer Experience in Ecommerce / retail / telecom / retail focused consulting /Loyalty / Other consumer facing businesses

Education: - MBA from Premier Indian / Global BSchools


Competencies/Skill sets for this job

Roi Customer Service Ecommerce Consulting Loyalty

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