Senior Manager – VOC & Customer Insights

About the role

Drive the Voice of Customer(VOC) framework to systematically capture, analyse and translate Customer feedback into actionable insights. Lead development and governance of the VOC platform and Customer listening mechanisms across key touchpoints, enabling data-driven actions and continuous improvement in Customer Experience.

What you'll do

• Lead development and governance of the VOC platform and Customer listening mechanisms across key touchpoints
• Manage Customer listening programs including NSS, NPS,CSAT and other feedback mechanisms
• Define survey methodology, triggers, sampling, frequency and feedback channels
• Improve VOC coverage, response effectiveness and quality of Customer feedback
• Partner with Digital and solution providers for platform implementation and enhancements

What you need

• 5–8 yrs of experience
• CRM
• Escalation handling
• User flows
• Root cause analysis
• MBA or B.Tech or B.E.