As Assistant Manager Strategy -Customer Experience, you will be a Leader to champion all our users happiness. Someone driven by an obsession for providing the absolute best resolution and service to our customers, as well as amazing support experiences by providing users with a personal touch and applying unconventional strategies.
Construct strategic programs to improve Customer Experience
Drive key metrics for success while working in close collaboration with our leadership, product, engineering, marketing, BI, QA, and customer experience operational teams to ensure seamless customer experience.
Develop requirements for product, process, and tools enhancements that work towards driving internal operational efficiency and smooth user experiences for our users.
Drive customer experience design, prioritization, and management of various product sprint/roadmaps enterprises with the product development and engineering teams.
Determine trends to elevate our product, support processes, optimize workflows, and enhance operational productivity in order to raise customer satisfaction and product adoption.
Leverage varied customer touchpoints such as queries, complaints, feedback NPS data, and surveys to understand hardships being faced by our customers, assess the impact on the business, and work with the respective teams to eliminate any blockers in the user journey.
Establish KPIs, benchmarks, and other measures of success for a best-in-class customer experience.
Coordinate with internal stakeholders, communicate the customer's perspective to them and ensure the processes are arrayed to a single notion of customer centricity.
Broaden the operational frameworks of the end-to-end customer experience across all interaction channels such as email, chat, call, self-help etc. to deliver an effortless customer experience.
Act as an essential stakeholder and consultant in customer experience initiatives across the company, advising on prioritization and design and measuring outcomes.
Work with external partners/vendors to bring in the best technology onto the platform which would help in cost reduction, operational efficiencies, and user experience improvements.
Demonstrates high delivery orientation by identifying and planning tasks, and is aware of risks.
Focuses on implementation and expected impact.
- Understands and uses data effectively, and actively contributes to problem-solving.Gets work done by building strong working connections within the team.
- Understands the team's goals and the impact of his/her role on team outcomes.
- Understands key business metrics and their impact on outcomes.
- Demonstrates elevated and differentiated thinking in his/her own work area.
- Provides relevant business information/analysis to support key decisions.Help define short term objective for team and manages it proactively
- Accepts constructive feedback and shares real-time feedback with team members.
- Resolves functional issues effectively.
Skills
Proficient in MS Excel/Powerpoint/G-suites/SQL
Should have a knack for data analysis and identifying tre
The Team
14 roles
Customer
At Flutter International, our mission is clear: we want every interaction with our customers to exceed their expectations, with a proactive approach towards risk and responsibility. We provide seamless customer support journeys that combine understanding, protection, and passion to create an unrivalled experience for our players.
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