Officer - Customer Experience Management

About the role

This role is part of the Customer Experience Management (CEM) Projects team and focuses on strengthening customer experience through analytical audits, Voicebot journey improvements, and NPS insights. The position demands strong analytical capability, an eye for customer pain ? points , and hands ? on involvement in Voicebot UAT/production testing.

What you'll do

• Conduct in ? depth audits of Voicebot and Call Center interactions toidentifyfactors leading to low NPS scores
• Analyze customer verbatim, call behavior, and journey breakdowns to derive actionable insights
• Perform structured RCA for escalation cases and customer dissatisfaction incidents received through internal teams
• Collaborate with CEM Projects and Product teams to refine conversational and GenAI ? based Voicebot journeys
• Participate in User Acceptance Testing (UAT) and production validation of Voicebot features and releases

What you need

• Root cause analysis
• Escalation handling
• MS Office
• LLMs
• Test cases
• MIS reporting
• Any graduate

Good to have

• PowerPoint