Manager, Voc, Insights

**Job Purpose**

To lead the Voice of Customer (VoC) and Insights function while driving continuous service improvement. This role ensures that customer feedback is collected, analyzed, and translated into actionable service enhancements. Additionally, it focuses on CX process improvement, standardization of workflows, and implementing a RACI (Responsible, Accountable, Consulted, Informed) framework to ensure operational clarity and efficiency.

**Responsibilities**:
**Voice of Customer (VoC) & Insights**
- Establish and manage the VoC framework, ensuring continuous monitoring of customer sentiment across multiple channels (NPS, CSAT, social media, complaints, surveys).
- Conduct customer journey mapping (M1 & M5) to understand and optimize interactions across key phases.
- Identify key customer pain points and service gaps, escalating issues to relevant stakeholders for resolution.
- Develop data-driven strategies to enhance customer retention, engagement, and satisfaction.

**Service Metrics & Performance Tracking**
- Define and monitor key CX performance indicators (NPS, CSAT, resolution time, service response efficiency).
- Develop and maintain CX dashboards for real-time tracking of service effectiveness.
- Benchmark customer service performance against industry standards and track progress towards improvement targets.
- Establish a structured customer service recovery framework to minimize escalation rates and improve resolution effectiveness.

V**oC Program & Continuous Feedback Loop**
- Oversee NPS, CSAT, and post-interaction surveys to gauge satisfaction across all touchpoints.
- Implement a structured feedback loop that integrates frontline insights into service improvement initiatives.
- Design and execute mystery shopper programs to assess service consistency and effectiveness.
- Ensure data-backed decision-making by developing reports and insights for leadership and operational teams.

**Customer Service Recovery & Issue Resolution**
- Establish a proactive issue resolution framework, reducing response times for escalations.
- Develop customer-first service policies that focus on recovery, complaint handling, and service excellence.
- Implement automated service escalation tracking to monitor unresolved customer concerns.
- Conduct root cause analysis (RCA) to address recurring service issues and eliminate inefficiencies.

**CX Process Improvement & Service Optimization**
- Identify inefficiencies in customer interactions and develop streamlined service workflows.
- Work cross-functionally with Sales, Customer Service, and Operations teams to enhance service processes.
- Implement automation where applicable to reduce manual intervention and speed up resolution times.
- Develop customer experience playbooks to standardize best practices across all service teams.

**Implementing RACI & SOPs for CX Execution**
- Design and implement a clear RACI (Responsible, Accountable, Consulted, Informed) framework to define ownership at every CX touchpoint.
- Standardize and document CX-related Standard Operating Procedures (SOPs) across multiple teams.
- Work with IT and Digital Teams to ensure seamless integration of process automation into customer journeys.
- Establish clear governance models, ensuring accountability for each department involved in the CX chain.

**End-to-End CX Workflow Standardization**
- Collaborate with cross-functional teams to create an integrated end-to-end CX experience.
- Ensure alignment of workflows between Sales, Marketing, TCS, CCC and HOVP teams.
- Develop structured customer journey blueprints to guide teams in handling key touchpoints effectively.
- Ensure that all digital and manual CX processes are fully documented, standardized, and continuously improved.