Assistant Manager - Customer Experience

Home Credit India; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A consumer finance company is seeking a Mid-Senior Level professional to enhance customer experience. The role involves ensuring effective customer communication, analyzing customer interaction data, and fostering collaboration across business units. Candidates should have proven experience in customer experience management and the ability to drive significant improvements. This full-time position focuses on building a sustainable customer-centric mindset throughout the organization.

Qualifications

• Proven ability to challenge the status quo.
• Able to analyze customer metrics, including Net Promoter Score.
• Proven experience in customer experience management.

Responsibilities

• Ensure clients can reach out to HCIN via their preferred channel.
• Foster collaboration across business units to standardize customer treatment.
• Audit HCIN interactions with customers to locate experience gaps.
• Ensure uniform customer communication across all touchpoints.
• Identify opportunities to drive improvements in issue resolution.
• Analyze customer interaction data to optimize customer experience.
• Create strategies for a sustainable customer-centric mindset.
• Analyze customer complaints and feedback to improve NPS.
• Deliver Customer Experience workshops for new and existing employees.

Skills

Ability to challenge the status quo

Analyzing customer metrics

Customer experience management

Job description

Objective

Focus on strategies that include maximizing customer experience, developing and enhancing relationships and teamwork. Works with department leaders to evaluate and help implement department-specific improvement strategies.

Key Responsibilities

• Work on areas to ensure that clients are able to reach out to HCIN via the channel of their choice, as well as make sure that the HCIN can also communicate with the client in a similar manner.
• Foster better collaboration across business units to standardize approach of treating customers and improve the total customer experience.
• Audit HCIN interactions with customers and locate gaps between customer expectation and actual experience.
• Ensure customer communication across all touchpoints is uniform and consistent.
• Identify policy, processes, and interaction opportunities to drive meaningful improvements to issue resolution and reductions of customer time and effort.
• Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Help to create strategies for building a sustainable customer-centric mind-set across the organization and have the senior management team on board with the customer experience vision.
• Collate and analyze customer expressions of dissatisfaction and complaints, mystery shopping feedbacks, Net Promoter Score (NPS) feedback etc. and ensure that NPS increases across the organization (customers and merchants) over time.
• Deliver HCIN Customer Experience workshops for new joiners and for existing employees at defined frequency.

Required Skills / Qualifications

• Proven ability to challenge the status quo.
• Able to analyze customer metrics, including Net Promoter Score.
• Proven experience in customer experience management.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other