KEY RESPONSIBILITIES
1. Program Design & Execution
a. Design, execute, and scale the Customer Hour initiative for EMC and SLT leadership
b. Plan and execute monthly Customer Hour sessions, ensuring consistency, quality, and scalability
c. Facilitate on-ground leadership customer connects as part of on-going field initiatives
d. Drive structured adoption across business functions and channels
2. Leadership Enablement
a. Enable leaders with curated list of detractor customers per session (channel/function-wise) in coordination with DSR team
b. Prepare comprehensive customer case history (policy details, history, complaint summary) and structured conversation guides with probing points and expected outcomes
c. Ensure each leader completes minimum 4 customer interactions per quarter and drive adoption across leaders and functions
3. Action Planning & Insight Aggregation
a. Establish a central repository for all customer issues identified during Customer Hour
b. Conduct deep-dive analysis of customer feedback (qualitative + quantitative)
c. Identify root causes across process, system and communication gaps
d. Translate findings into actionable problem statements for leadership decisions
4. Issue Resolution & Governance
a. Own end-to-end lifecycle of of all customer issues raised, ensure timely closure (within TAT), track SLA breached and escalate delays
b. Partner with cross-functional teams to drive implementation
5. Dashboarding & Reporting
a. Build and manage leadership dashboards for Customer Hour participation, Issues identified vs. closed, Structural vs. tactical problems and any other parameters tracked in Utkarsh.
