AddressHead - Customer Experience & Delight
About the Company:
One of the most profitable digital fintech companies in Bengaluru with an RBI-registered NBFC license. They have a product suite across personal loans, business loans, education loans, travel loans, 2W loans and wedding loans. They have more than 400 employees and an AUM of INR 1000cr to INR 2500cr.
About the Role:
- Looking for a mid-senior resource with an MBA degree and experience of 4-6 years in a D2C company for managing Customer Experience and Net Promoter Score. The person will directly report to one of the co-founders and manage a team of 2 people.
Requirements of the Role:
- Create business impact with CX resulting in positive WOM & customer repeat
- Design and develop the employee recognition program for bringing CX alive in the regions
- Deep dive & creation of systems & processes to eradicate the concern
- Create systems and processes to ensure compliance with capturing the usage experience, granularity and ownership by the sales team & bringing collective ownership of customers across functions
- End-to-end ownership of the Net Promoter Score
Qualifications of the Role:
- MBA from a Tier-1 or Tier-2 B School (Preferred not mandatory)
- Minimum 4 years of experience in Fintech, E-commerce or Consumer Tech is a must
- Managing, grooming and leading for 1-2 years while building the Net Promoter Score
Location: Bangalore and Working Days: 5.5 days a week (Alternate Saturdays are off)
