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Porter.in - Senior Manager - User Experience

3.00 to 6.00 Years   Bangalore   06 Jun, 2023
Porter
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryLogistics / Courier / Transportation
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    Roles and Responsibilities :- Responsible for strategizing the - user experience function- which includes facilitating, guiding and driving projects resulting in improved user experience.- Identifying, quantifying and prioritising all experience related problems faced by customers & drivers.- Perform critical thinking & evaluate alternatives while identifying solutions or refining existing processes.- Own and drive the overall NPS for customers and drivers.- Build, organize and monitor individual metrics related to user experience charter ( NPS, rejection rate, rating, delay etc ) & provide visibility to the milestones and performance across the organization.- Support business teams to reach their customer retention targets by delivering improved user experience.- Work closely with Product/Analytics/Contact centre teams to deliver successful outcomes on experience metrics.- Help strengthen data led thinking and lead the development of frameworks for identifying experience breaches. - Develop, test, and execute multi-channel communication & retraining plans to drive improved service quality.- Mentoring and guiding other team members.- Ensure effective utilization of resources under your function.- Develop continuous improvement charters, scopes of work, plans, and schedules for continuous improvement of user experience. - Be a passionate advocate for customers and help ensure a seamless and intuitive user experience. - Deep interest in user behavioral research and how to leverage it to solve for problems.Skills Required :- Prior experience working in strategy/business excellence/program management roles preferably in consumer-facing industry.- Ability to influence and drive results in a cross functional team environment.- Strong comfort with data and ability to stitch stories and recommendations through data insights.- Ability to meet deadlines, prioritize work, handle changing priorities with use of good judgment.- Ability to manage a team of Managers and Asst Managers. - Attention to detail and high degree of user centricity.,

Keyskills :
financesalesltdmisaccountancyscopes of workdrive resultsuser experiencecritical thinkingcustomer retentionbehavioral research

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