Manager - Customer Experience Design

Job Description

About FlipkartFlipkart is India s largest e-commerce marketplace with a registered customer base of over 150 million. In the 10 years since we started, Flipkart has come to offer over 100 million products across 120+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle.Launched in October 2007, Flipkart is known for its path-breaking services like Cash-onDelivery, No-Cost-EMI and 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee (65 cities) and Same-Day-Guarantee (13 cities) at scale. With over 1,20,000 registered sellers, Flipkart has redefined the way brands and MSME s do business online. What are we looking for Customer Experience Design & Strategy team at Cleartrip is looking for a Manager to help champion customer experience improvement across the company. This is a high impact and high visibility role right at the core of improving customer experience at Cleartrip. What will you do You will be *the* voice of customer for the design, strategy and execution of customer experience for partner teams across Cleartrip.
• Help develop policies, processes, systems and partnerships across the company to enable partner teams to improve customer experience.
• Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
• Create BRDs, SOPs, etc. and interact with various teams to implement enhancements
• Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified
• Analyze data to conceptualize and put forward the customer issues, present the same to stakeholders/ Category team
• Proactively identify trends of CX metric to prevent / identify customer impacting issues
• Liaison with multiple design / product / category teams stakeholders to implement the necessary changes
• Review the process/strategy for new constructs from end to end customer experience point of view
What you should have Besides relevant experience, you should be passionate about customer experience. Being successful at this role will require all round expertise in business, technical and operational aspects of eCommerce. You will also need high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.Minimum 3-5 years in ecommerce/ retail/ service industryExperience leading complex projectsComfort with data analysisMBA/Engineering from premier institutions What will make your profile stand out 1. Your profile makes us believe that you are an innovative product and operations manager with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.2. You can support developing and presenting business cases to all levels of the organization to get their buy-in.3. You have a demonstrated record of delivering superior results.4. You are comfortable interacting with cross-disciplinary technical and non-technical teams.5. Strong organizational and multitasking skills to help you balance competing priorities with ease.6. You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)Posted On : What are we looking for Customer Experience Design & Strategy team at Cleartrip is looking for a Manager to help champion customer experience improvement across the company. This is a high impact and high visibility role right at the core of improving customer experience at Cleartrip. What will you do You will be *the* voice of customer for the design, strategy and execution of customer experience for partner teams across Cleartrip.
• Help develop policies, processes, systems and partnerships across the company to enable partner teams to improve customer experience.
• Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
• Create BRDs, SOPs, etc. and interact with various teams to implement enhancements
• Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified
• Analyze data to conceptualize and put forward the customer issues, present the same to stakeholders/ Category team
• Proactively identify trends of CX metric to prevent / identify customer impacting issues
• Liaison with multiple design / product / category teams stakeholders to implement the necessary changes
• Review the process/strategy for new constructs from end to end customer experience point of view
What you should have Besides relevant experience, you should be passionate about customer experience. Being successful at this role will require all round expertise in business, technical and operational aspects of eCommerce. You will also need high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.Minimum 3-5 years in ecommerce/ retail/ service industryExperience leading complex projectsComfort with data analysisMBA/Engineering from premier institutions What will make your profile stand out 1. Your profile makes us believe that you are an innovative product and operations manager with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.2. You can support developing and presenting business cases to all levels of the organization to get their buy-in.3. You have a demonstrated record of delivering superior results.4. You are comfortable interacting with cross-disciplinary technical and non-technical teams.5. Strong organizational and multitasking skills to help you balance competing priorities with ease.6. You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)Open Positions :1Posted On :01-Jan-1970Skills Required :Customer Service Experience, Data analysis, CX metricPosted On :Customer Service Experience, Data analysis, CX metricLocation :Bangalore,KarnatakaPosted On :Bangalore,KarnatakaApply Back Recruiter4 && companyCommonConfiguration.enableNoOfPeopleApplied==true) || ( job.noOfApplications > 4 && companyCommonConfiguration.enableLastAppliedOn== true) >4 && companyCommonConfiguration.enableNoOfPeopleApplied==true) ng-align-tags11:companyCommonConfiguration.enableLastAppliedOn==false|| companyCommonConfiguration.enableLastAppliedOn==false} > 91 people have applied for this job4 && companyCommonConfiguration.enableLastAppliedOn== true ng-align-tags:(companyCommonConfiguration.enableNoOfPeopleApplied==false|| companyCommonConfiguration.enableNoOfPeopleApplied==false) ||(job.noOfApplications Last applied : TodayTo:Enter comma separated emailsPlease enter at least one email Please enter a valid email address From:Please enter the from email addressPlease enter a valid email addressSubject: Please enter the email subjectHi,Job Title : Manager - Customer Experience Design Location : Bangalore,Karnataka Mandatory Skills : Customer Service Experience, Data analysis, CX metricYou can view the details of the job and apply hereSend Email Cancel,

Keyskills :
customer experience designdata analysiscustomer serviceexperience designoral communicationcustomer experiencecommunication skills