Customer Obsession (Sparsh):Program Manager

Work with agility across various cross-functional teams while providing support in conceptualizing and executing Customer Experience initiatives from a cultural, behavioral and mind-set shift perspective

Understanding of net promotor score, create improvement process of NPS score

Manage trackers/backlog, debottleneck and troubleshoot issues as required.

Create a charter to support functioning and execution of the entire Sparsh Culture Pod program

Provide support to create, institutionalize and track the key metrics with various stakeholders to make the Customer Obsession program successful

Engage with all stakeholders to assess & report status on execution of various initiatives along with customer experience feedback , and performance on various defined parameters.

Manage dependencies and efficiently communicate plans, issues and results with concerned stakeholders on a proactive and regular basis

Collaborate effectively with a range of business partners, e.g., Business teams, CXT team, Marketing, Compliance, Ops, DBAT, BSG, IT, Business and external vendors

15+ years of experience in OD roles and managing projects.

MBA from a reputed institute

Experience: 15+ years

For successful execution of the job, the candidate should possess:

Strong Communication skills

Project management skills with 3+ years of experience in running projects.

Excellent Influencing skills

Ability to move fast and deal with ambiguity

Experience in driving change management initiatives

Exceptional troubleshooting skills and should thrive in high expectation scenario with many stakeholders

Experience in working with data analysts to identify, forecast, and report on tests, performance and potential impact on customer experience