Position: Lead – Customer Experience (CX) & NPS
Location: Gurugram, Haryana
Experience: 6+ years in Customer Experience / NPS roles
Qualification: Bachelor’s / Master’s / MBA in Business, Hospitality, or related field
About The Role
We’re looking for a dynamic professional to lead the
Customer Experience (CX) and Net Promoter Score (NPS)program. The role focuses on driving data-based insights, improving customer satisfaction, and fostering loyalty through effective customer feedback and analytics.
Key Responsibilities
Customer Experience & NPS Management
- Lead the design, implementation, and analysis of CX and NPS programs.
- Drive customer sentiment analysis to identify opportunities for improvement.
- Prepare detailed MIS reports highlighting insights, challenges, and action plans.
- Collaborate with cross-functional teams (Commercial, IFS, Ground Handling) to improve customer touchpoints.
- Segment customers based on NPS data to develop targeted CX strategies.
- Select and implement analytical tools to evaluate and report on customer data.
- Stay updated on industry trends and best practices in CX and NPS.
Team Leadership
- Supervise and guide the customer service team.
- Conduct team meetings, provide feedback, and foster collaboration.
- Implement training programs to enhance CX and analytical skills.
Skills & Attributes
✅ Strong analytical and data interpretation skills
✅ Strategic foresight and problem-solving ability
✅ Cross-functional collaboration and coordination skills
✅ Customer-centric mindset and digital orientation
Key Performance Indicators (KPIs)
- Improvement in NPS (Net Promoter Score)
- Reduction in customer complaints
- Accuracy of analytics and data reporting
Ideal Candidate
- 6+ years of experience in large-scale customer experience or NPS-driven teams
- Prior exposure to CX strategy, analytics, and process enhancement
- Experience within the airline or service industry will be an added advantage
