Associate Director - Voice Of Customer (voc)

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

  • Customer Service

  • KPO/ Analytics
Job Description

The role is to lead a high performance team to:

Listen to the customer well. Develop, Deploy, Analyze Solicited/Unsolicited, Structured/Unstructured customer data / metrics to identify current problems for customers

Create clear RoI based improvement plans

Drive solutions where you own the experience

Partner with teams across Company to drive change to eliminate these problems in a structured / scalable manner

Be a Policy filter for ensuring world class customer experience

Key competencies / attitude required:

Ability to create & lead a team of high performing problem solvers

Strong Customer orientation

High degree of structuring / influencing skills

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

Strong problem solving ability

Ability to create strong RoI backed improvement themes from VoC stream

Ability to partner with senior people to drive change

Experience: 8 to 12 Years of Experience in VoC / Customer Advocacy / Analytics / Retail / CPG Consulting / Loyalty. This experience should have been gained in top Ecommerce / retail / retail focused consulting / Other consumer facing businesses

Education: - MBA from Premier Indian / Global BSchools

Experience: 8 to 12 Years of Experience in vendor management in Customer service.

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