About this role
We are looking for a dynamic, analytical, and customer-obsessed professional for our Customer Satisfaction (CSAT) program. This role combines data-driven insight generation, process reimagination, and cross-functional collaboration to continuously improve the client experience and enable commercial teams with actionable intelligence.
Beyond driving CSAT, the role will partner closely with Sales, Delivery, and Strategy / Business teams to develop client-centric insights, identify experience improvement opportunities, and data-backed sales strategies.
Key Responsibilities:
• Customer Experience Management: Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership. • Insight Generation & Client Intelligence: Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative analysis; translate insights into business recommendations and growth opportunities for the business. • Process Re-engineering: Identify and reimagine experience and feedback workflows across the client lifecycle; drive adoption of AI and automation to standardize processes and tools that improve quality, responsiveness and efficiency • Program Management: Design and manage cross-functional customer delight, engagement and retention programs; track follow-up action on recommendations. • Stakeholder Collaboration: Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies. • Continuous Improvement: Introduce new analytics tools, dashboards, and automation that enhance efficiency and reporting accuracy.
Key Success Metrics:
• Improved CSAT/NPS metrics and response quality. • Increase in actionable customer insights leveraged by Sales and Delivery. • Adoption and impact of enablement materials and client intelligence briefs. • Measurable improvements in customer experience processes and turnaround times.
Required Competencies:
• Master's in business administration or marketing • 8+ years of experience primarily in Customer Experience. Exposure to Sales Enablement and Business Strategy roles (in B2B environment) preferred. • Strong analytical skills with experience in data visualization and storytelling (e.g., Power BI, Tableau, or Excel). • Demonstrated experience in designing and managing customer feedback or satisfaction programs. • Advanced experience with quantitative and qualitative analytics tools (such as Qualtrics, and Satmetrix etc.) and methodologies (such as NPS, VoC, consumer feedback and sentiment analysis). • Ability to translate data into actionable insights; strong business acumen. • Familiarity with process optimization or program management methodologies. • Excellent stakeholder management, communication, and influencing skills. • Balance of strategic thinking and executional rigor. • Strong time‑management and prioritization skills, enabling the ability to meet tight deadlines while executing at speed. • Demonstrates strong stewardship of confidential and sensitive data.
Desired Skills:
• Advanced MS Excel, Power Query and PowerPoint skills; Proficient in VBA, Macros, Power Bi, Text/sentiment analytics • Well‑versed in primary and secondary research techniques, with hands‑on experience analyzing industry trends and market landscapes. • Demonstrates strong capability in developing content and storyboards for leadership audiences. • Strong analytical skills, experienced with large datasets, dashboard creation QA, report automation and hypothesis testing.