As an Associate Customer Experience Lead, your primary responsibility is to ensure that users’ interactions with our products and services meet and exceed their expectations across various touchpoints. You will play a crucial role in enhancing overall user satisfaction by monitoring and managing the user journey, identifying pain points, and implementing improvements. Your focus will extend to both the qualitative and quantitative aspects of customer experience, translating metrics into actionable insights. This role requires a keen eye for detail, excellent analytical skills, and a proactive approach to identifying and addressing potential challenges in the customer journey. Success in this position will contribute significantly to building a positive brand image and fostering long-term customer relationships.

What you will do

• User Journey Management:
• Oversee the entire user journey to ensure a seamless and positive experience across all touchpoints.
• Align services performance with defined standards and user expectations.
• Experience Monitoring and Improvement:
• Develop and manage a robust User Experience Journey to track user satisfaction, identify pain points, and pinpoint opportunities for enhancement.
• Utilize customer experience metrics to derive in-depth insights, offering practical and actionable recommendations for improvement.
• Performance Metrics Definition and Monitoring:
• Define and monitor key performance metrics related to services to proactively identify and address potential gaps.
• Translate performance metrics into meaningful insights to drive strategic decisions.
• Continuous Improvement Initiatives:
• Drive improvement initiatives to resolve user pain points and address services performance gaps.
• Collaborate with cross-functional teams to implement changes that positively impact the overall customer experience.
• Stakeholder Collaboration:
• Collaborate with various stakeholders to gain a deep understanding of operational processes.
• Investigate problem areas within processes and recommend transformational solutions to enhance the customer experience.
• Project Support:
• Assist the Customer Experience Management Team in implementing improvement projects related to customer operations.
• Contribute to the development and execution of strategies that elevate customer satisfaction and loyalty.

What you will need