Apple group services Jobs

Head Customer Experience
Aditya Birla Group —Maharashtra
Network Operations Engineer - L2
Zones —Bengaluru, Karnataka
- Full-time
- Engineering
- Analysis skills
- Bachelor's degree
- Health insurance
- Life insurance
Quick apply
Cloud Engineer
Zones —Noida, Uttar Pradesh
- Full-time
- Azure
- Windows
- Scripting
- Health insurance
- Life insurance
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2d
Application Support Engineer
Accenture —Bengaluru, Karnataka
- Full-time
- Azure
- Software troubleshooting
- Windows
Reliability Engineer
Apple —Hyderabad, Telangana
- Computer Science
- Java
- Master's degree
Site Reliability Engineer
Apple —Bengaluru, Karnataka
- Oracle
- Computer Science
- B.Sc
6h
Operations Manager
Zones —Bengaluru, Karnataka
- Full-time
- Master's degree
- Communication skills
- Health insurance
- Life insurance
Quick apply
Regional Program Lead
Zones —Noida, Uttar Pradesh
- Full-time
- PMP
- Health insurance
- Life insurance
Quick apply
Partner Connect Integration & Onboarding Analyst
Zones —Noida, Uttar Pradesh
- Full-time
- APIs
- Health insurance
- Life insurance
Quick apply
14d
D&T Digital User Experience Manager
Diageo —Bengaluru, Karnataka
- Full-time
- Salesforce
- English
- Product management
Sr Information Systems Engineer
UKG (Ultimate Kronos Group) —Bengaluru, Karnataka
- Analysis skills
- Scripting
- Computer networking
Lead, Infra EUC-SCCM Intune GPO
Northern Trust Corp. —Pune, Maharashtra
- Full-time
- Azure
- Customer service
- Windows
Advanced Manufacturing Engineer - Product Operations
Apple —Bengaluru, Karnataka
- Master's degree
- Assembly
- Programmable logic controllers
Jamf Support
Photon —Chennai, Tamil Nadu
- Full-time
- Software troubleshooting
- Customer service
Non-NBS Science Team (Carbon Business)
CleanMax —Churchgate, Mumbai, Maharashtra
- Full-time
- Master's degree
- Bachelor's degree
- Communication skills
Lead Engineer
Collinson —Mumbai, Maharashtra
- Hybrid work
- APIs
- Agile
- AI
Trainer - Service Desk
Zones —Bengaluru, Karnataka
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Health insurance
- Life insurance
Quick apply
Sr. IT Systems Administrator
mindZvue Technologies —Pune, Maharashtra
- ₹3,000 a month
- Full-time
- Hybrid work
- Software troubleshooting
- Salesforce
- Windows
- Health insurance
- Paid time off
8h
User Experience Engineer III
Expedia —Gurugram, Haryana
- Full-time
- Computer Science
- Java
- Bachelor's degree
1d
Senior Software Engineer
Zeta Global —Bengaluru, Karnataka
- Computer Science
- B.Sc
- English

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Head Customer Experience

Aditya Birla Group -
Maharashtra

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Job details

Full job description

Designation:

Location: India Maharashtra Thane - GCorp

Organization: Financial Services

Job Description:

Key Result Areas

Supporting Actions

Measurement of the customer experience

Identify KPIs (direct or indirect) to be measured to get a reasonable measure of the customer experience. Namely these can be NPS, TATs, Contact centre complaints analysis, FTRs, Social media escalations, App ratings and reviews on Apple and Android app stores, complaints to ombudsman/regulator etc.
Developing a mechanism for getting direct customer feedback at the various stages of the customer journey – NPS (Mission Happiness) or via any other feedback mechanism
Plan and execute NPS programs to effectively manage & launch across PAN India.
Implementation of the mechanism to capture transactional bottom up scores
Analysing the feedback received from various sources and publishing a dashboard for the leadership team
Monitoring feedback to ensure that the customer satisfaction is improving on a month on month basis
Act as a custodian of customer feedback

Root cause analysis for customer issues

Identify the root cause for customer dissatisfaction, low customer feedback or dips in customer feedback
Analyse and present the key causes of the issues to the relevant stakeholders
Decide (with the relevant stakeholders) the mitigation steps to be taken to resolve the key causes of the issues
Monitor the change in customer feedback scores after mitigation steps are implemented

Customer Experience

Leading and managing a complete customer experience task force for the organization which looks at different customer facing process interventions Developing a framework for evaluating and improving customer experience during each “Moment of Truth” (MOT).

NPS Actionable

Coordinate with Heads for proper launch and stabilisation of process.
Creating the Fortnightly / Monthly Huddle Deck covering focus themes & Functional & Structural ops issues as well as rollout and sustainment update along with Analytics lead
Planning & execution for NPS score & feedback, evaluating the customer root cause analysis for customer issues, review & analysis of customer journey.

Project execution and management

Be responsible to jointly execute and manage, with key process owners, organization-wide projects to implement ABHI differentiators having the deepest impact on customer experience
Identify vendors/consultants to work with, if any, for the project implementation and jointly manage that relationship along with the key process owners
Identify KPIs to be measured to see the impact of the projects implemented
Initially monitor the KPIs to see the impact of the project and suggest improvements if any required

Processes standardization and improvement

Evaluate to ensure that the internal processes/systems are standardized to provide the customer an Omnichannel experience
Conduct mystery shopping at own and competition branches to understand industry best practices and fail points
Analyze sample contact center recordings to understand customer issues/pain points
Suggest change in processes if required to provide Omnichannel experience
Standardize branch minimum requirements along with key stakeholders to ensure customer gets standard and good experience when he/she visits the branches
Evaluate processes (including TATs and FTRs) related to sales, underwriting, embedded wellness, DRM, claims, PPMC/Health Assessment to suggest improvements that may have implications on the customer experience
Evaluate dashboards to continuously monitor the above

Analysis of communication to the customer

Analyze all communication, including but not limited to brochures, app, portal, call center to the customer to ensure that it is simple for the customer to understand and act on

Multi-Channel Integration

Ensure a consistent and cohesive customer experience across various channels, including online platforms, social media, email, and traditional marketing channels.

Apply Now

Refine Your Search

Head Customer Experience

Network Operations Engineer - L2

Cloud Engineer

Application Support Engineer

Reliability Engineer

Site Reliability Engineer

Operations Manager

Regional Program Lead

Partner Connect Integration & Onboarding Analyst

D&T Digital User Experience Manager

Sr Information Systems Engineer

Lead, Infra EUC-SCCM Intune GPO

Advanced Manufacturing Engineer - Product Operations

Jamf Support

Non-NBS Science Team (Carbon Business)

Lead Engineer

Trainer - Service Desk

Sr. IT Systems Administrator

User Experience Engineer III

Senior Software Engineer

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