Key Accountabilities:
- NPS Strategy Development and Implementation : Develop, execute, and measure a comprehensive NPS strategy aligned with company's business objectives across all customer touchpoints.
- Customer Insights and Analytics : Lead the analysis of NPS data to extract actionable insights, develop predictive models, and present executive-level reports on NPS trends and their business impact.
- Customer Experience Enhancement
- Team Leadership and Development
Qualifications
Education Level:
- Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related field.
- Master's degree in Customer Experience Management, Business Analytics, or similar field preferred
Required Experience and Knowledge:
- 8+ years of experience in customer experience management, with at least 3 years in a leadership role
- Proven track record of implementing successful NPS programs
- Deep understanding of customer experience metrics and methodologies
- Strong background in data analysis and interpretation
Job-Specific Technical Skills:
- Proficiency in NPS methodologies and best practices
- Strong analytical skills with experience in statistical analysis software (e.g., SPSS, R)
- Familiarity with CRM systems and customer feedback platforms
- Knowledge of data visualization tools (e.g., Tableau, Power BI)
