Senior Manager - CSAT

EXL Service -
Noida, Uttar Pradesh

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Job details

Full-time

Qualifications

Microsoft Powerpoint
Power BI
Microsoft Excel
Software deployment
Research
Tableau
Master's degree
Qualtrics
Analysis skills
Sentiment analytics
Macros
B2B
B2B sales
VBA
Business Administration
Data visualization
Communication skills
Marketing

Full job description

Job Description: 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.

Responsibilities: 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.

Qualifications: 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.

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