CX Strategy Lead - NPS & Customer Experience Programs - Airlines

Description:
Job Purpose:
- Lead the design, implementation, and analysis of customer experience (CX) metrics, with a primary focus on Net Promoter Score (NPS) and related customer feedback analytics.
- Utilize data-driven insights to understand customer sentiment, identify improvement opportunities, and drive actions that enhance overall customer satisfaction and loyalty.
Key Accountabilities:
NPS & CX Programs:
- Support in creation of the overarching Customer Experience strategy in accordance with changing customer needs by leveraging customer data, sentiment, other key, competitor analysis, etc. across all channels with customer contact.
- Prepare detailed MIS reports on all major challenges, key insights, future plan of action, key levers to drive customer satisfaction, etc. and present the same to the Lead CX Strategy.

- Lead teams to design various processes and methods to correctly extract customer data through various touchpoints and summarize the same into actionable insights.
- Lead teams to identify, compile, and assess consumer datasets using variety of tools to predict, measure and improve the success of various business outcomes in line with customer experience.
- Lead the NPS program, including survey design, deployment, and monitoring of customer feedback data.
- Ensure coordination with Commercial/IFS/Ground Handling teams to set up processes at various customer touchpoints & extract other key information.
- Develop targeted strategies to improve the CX for different customer segments; Segment customers based on NPS scores and other attributes to identify high-value customers and at-risk segments.
- Select and improvise on analytical tools to evaluate customer data and present reports to the senior management to aid in decision making in line with organizational strategy.
- Lead teams to develop pro-active and innovative analysis which can be used as the foundation for incremental improvements in sales through consumer focus.
- Plan for different methods and processes used in monitoring customer sentiment and actively form and drive customer experience goals.
- Stay abreast of the latest trends and best practices in CX analytics and NPS measurement.
Team Management:
- Supervise and lead a team of customer service representatives.
- Conduct regular team meetings, provide guidance, and foster a positive and collaborative work environment.
- Implement training programs to enhance team skills and knowledge.
- Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work.
- The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role:
Strong Analytical skills.
Strategic Foresight.
Coordination skills.
Customer centricity.
Cross-functional Collaboration skills.
Digital Mindset.