CX Operational Lead

Process & System Optimization: Develop, implement, and manage scalable and repeatable processes across the customer journey. Implement and maintain CX systems and tools, such as Zendesk, to enhance efficiency and support. Drive adoption and manage the technical delivery of CX tooling initiatives. Data Analysis & Reporting: Build and maintain measurement and tracking of key CX metrics and trends. Deliver data insights, reports, and dashboards to understand performance and drive improvements. Analyze data to make data-driven decisions and improve key business outcomes like customer value, retention, and upsell performance. Cross-Functional Collaboration: Partner with Customer Success, Product, and Tech teams to share customer feedback and drive product improvements. Collaborate with internal and external teams to ensure smooth functioning and resolve issues. Strategic Input: Assist with developing and executing vision and strategies to drive customer value, retention, and growth. Propose and implement process improvements to unlock team efficiencies and enhance the end-customer experience. Communicate regularly with senior leadership, providing updates on metrics, insights, and recommendations.

Job Types: Full-time, Permanent, Fresher

Pay: ₹21,000.00 - ₹36,500.00 per month

Benefits:

• Provident Fund