Manager - CX Strategy/ Program Manager

We are looking to hire a full-time CX Strategy Manager with 8 years of experience in Customer Experience domain. The role is based in our Hyderabad Corporate Office and will report into Head - CX. The selected candidate will be responsible for developing and executing customer experience strategies, thereby optimizing & enhancing customer satisfaction and loyalty. The role also involves leading customer experience programs, measuring key performance indicators, and providing actionable insights for enhancing service quality. KEY RESPONSIBILITIES: Strategy Development and Implementation: Develop and execute customer experience strategies that align with Fresh Bus's mission and business objectives. Ensure these strategies enhance customer satisfaction and foster loyalty Customer Journey Oversight: Oversee the entire customer journey, identifying and addressing touchpoints and pain points. Propose and implement enhancements to streamline processes and improve overall satisfaction Data Analysis and Insights: Analyze customer feedback, surveys, and data to identify trends and areas for improvement. Utilize data analytics tools to derive actionable insights and measure the impact of CX initiatives Cross-Functional Collaboration: Work closely with Operations, Maintenance, Technology, Marketing, and other relevant teams to integrate customer-centric initiatives into daily operations. Ensure consistent and positive customer interactions across all channels Performance Monitoring: Establish and monitor customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.

Report on CX performance and recommend improvements Team Leadership: Lead and mentor a team of customer experience professionals, fostering a culture of excellence and continuous improvement. REQUIRED QUALIFICATIONS: 8 years of proven experience in customer experience management, with a focus on strategy development and implementation Strong understanding of Customer Satisfaction and Customer Experience principles Proficiency in Analytical Skills to interpret data, identify trends and translate them to actionable strategic decisions Excellent Communication and capable of influencing and collaborating with various stakeholders Proficiency in program management and performance tracking Bachelor's degree in Business Administration, Marketing, or a related field; advanced degree is a plus Prior experience in the transportation or hospitality industry is desirable Ability to work in an on-site team environment and meet deadlines in a dynamic setting