Director - Customer Experience r3 Consultant

About R3 Consultant

Job Description

Key Responsibilities: 1. Strategic Planning: o Develop and execute customer experience processes that supports IndiGo's expansion into new regions, ensuring consistency and excellence in service delivery. 2. Process Improvement: o Identify areas for process enhancement within the customer journey, utilizing data-driven analysis to streamline operations and improve efficiency. o Lead cross-functional teams to implement process improvements that reduce costs and enhance service quality. o Lead automation initiatives across all customer experience processes to enhance efficiency and scalability. o Lead change management initiatives to ensure smooth adoption of new processes and technologies in global and domestic markets. 3. Transformation Initiatives: o Drive transformation projects aimed at elevating the customer experience, including the adoption of new technologies and innovative service models. o Collaborate with IT and digital teams to integrate customer-centric solutions that enhance engagement and satisfaction. o Champion process reengineering efforts to optimize workflows, enhance efficiency, and align with international customer expectations. 4. Performance Metrics: o Establish and monitor key performance indicators (KPIs) related to customer satisfaction, process efficiency, and service quality. o Utilize customer feedback and data analytics to inform decision-making and continuous improvement efforts. 5. Stakeholder Collaboration: o Work closely with internal stakeholders, including operations, marketing, and sales teams, to ensure alignment of customer experience initiatives with business objectives. o Engage with external partners and industry bodies to stay abreast of best practices and emerging trends in customer experience management. 6. Leadership and Development: o Lead, mentor, and develop a team of customer experience professionals, fostering a culture of excellence and continuous improvement.,