Chief Manager - Customer Experience & NPS (Chennai)

TVS Credit Services; Chennai District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

TVS Credit Services is seeking a senior leader to own and drive the Net Promoter Score (NPS) program across the organization, bridging external and internal surveys to generate actionable insights and improvements in customer experience.

The role requires 10+ years in customer experience excellence with NPS or data analysis, and a background in BFSI is preferred. You will work with multiple teams to deliver value and maintain best-in-class service benchmarks.

Qualifications

• MBA or equivalent postgraduate degree required.
• 10+ years in customer experience excellence, NPS, or data analysis.
• Knowledge of BFSI industry preferred.

Responsibilities

• Lead corporate-wide NPS initiatives and customer satisfaction programs.
• Bridge external and internal surveys and drive actionable insights.
• Own the NPS study, track goals, and report across products and touchpoints.
• Collaborate with NPS vendor and analytics teams to improve customer experience.
• Train and align the organization on NPS concepts and service benchmarks.

Skills

NPS

Customer experience

Data analysis

Education

MBA or equivalent

Job description

Key Responsibilities

Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.Individual will own the NPS study and drive recommendations to improve the customer experience across the organizationWorks closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experienceFrequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch pointsLiase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancementLead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externallyMap customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solutionEnsure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellenceEnsure adherence to service & quality benchmarks and provide a best-in-class service experience for customersQualifications - Post-Graduation/MBA or equivalent Experience - 10+ years proven experience in Customer Experience Excellence, NPS or data analysis preferred, with Knowledge of BFSI industry.

Functional Competencies-

Be a subject matter expert in NPS, customer experience, customer engagement, understanding of consumer behaviorMust have in-depth knowledge of and passion for customer satisfaction / NPS data and insightsThe ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction are keyProactively identify potential customer issues and drive mitigation measuresAbility to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfactionProven track record in customer experience and NPS management .