Position: Senior Manager – Strategy

Key Responsibilities

To lead and mentor the CX Strategy team of Managers, business analysts & data analysts
Act as a Strategy point of contact for all internal and external stakeholders to value add across deliberate and emergent strategic areas highlighted below

Deliberate Strategy

Collaborate with multiple cross-functional teams within the org, manage diverse efforts, leverage the teams for synergies, and delivering great customer outcomes
Demonstrate a good understanding of business objectives & processes, align effort and get buy-in from stakeholders to propagate a customer-centric culture within their teams
Ownership of Key Cx experience & cost Metrics across LOB’s and enabling CC Ops & support functions in driving these metrics goal attainment
To recommend & drive validated hypothesis backed strategic initiatives to attain Key Cx metrics goals
To empower Ops and support functions with predictor models, driver metrics for Key Cx metrics
To support hypothesis validation requirements from Ops & other support functions like training, quality, Opex etc to enable decision making
To support Projects | Special interventions | Experiments – Results validation
Be the Voice of Customer within the organization, across all journeys’ and business lines’
Guardrail customer experience through customer-centric decision making, policies, and processes
To carry out Customer transaction Journey Mapping, Resolution Journey mapping to identify the high friction touch points
Be a Sounding Board to wider org in terms of calling out biggest bottle necks / high friction touchpoints to customer experience and drive critical org-wide OKRs which have a direct bearing on the Customer experience outcomes

Emergent Strategy

Evaluate the changes across the broader organization, review and realign CC strategy
Evaluate the contact center’s role in supporting the org’s vision and CX goals. Create new structures and modify the existing processes/teams as needed to support the same
To do external benchmarking within / outside industry to identify the current trends | developments | disruptions in CX-CC industry, Evaluate and bake them in the CC Emergent strategy
Researching, evaluating and partnering with new vendors, generating alternatives to solve contact center specific challenges

People Management

To influence, nurture and develop a self motivated high performing team
To support identification and attainment of Individual development goals
To identify the futuristic skill set required for the team and facilitate the training requirements
To create a conducive work environment to get the best out of the team

Target Experience & Skill Set

Overall 7 to 10 years of experience, with at least 3 to 5 years in a consulting/strategy role, preferably from a contact center or customer experience BU with a solid track record on driving performance metrics like CSAT, First time right resolution, Average handling time, Productivity, Cost per interaction, CC cost per order etc.
A very strong customer centric mindset, openness to new ideas and experiments
Should have experience in leading mid sized teams
Lean Six Sigma BB Certified, Design thinking will be an added advantage
Expertise in Data driven storytelling

Education background

Swiggy Hiring For Senior Manager – Strategy at Kharagpur-I, West Bengal, India Full Time

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