Location: Bangalore/Bengaluru
Salary: Open
Employment Type: Permanent
Industry: Technology/Online
Sub-industry: E-commerce
Function: Business Operations

Company Overview

India’s largest online marketplace and one of India’s leading technology powerhouse that is disrupting the way India shops online.

Job Description

Dear Candidate,

We are looking for Manager CX Design and Strategy for one of our e-commerce clients. Please go through the details below:

Job Tittle: Manager- CX Design & Strategy
Job Location: Bangalore

Roles & Responsibility:

Facilitate user interviews and other market research, product /user experience benchmarks and recommend industry best practices 
Analyse data to understand customer pain points, issues and preferences from customers 
Understanding user engagement strategies by engaging with the central research team to facilitate customer connects, usability studies, group discussions etc, tactical surveys, etc. 
Develop a strong partnership with the biz and product stakeholders to drive experience gaps with the new products
Collaborate with product, biz and engg leaders to ensure support staff are prepared for product change and measure its success
Share data, insights, and best practices from within the company and outside to constantly help improve customer experience.
Create and enforce the right customer experience guardrails, exception handling mechanisms
Build, negotiate, and manage complex initiatives to prevent or eliminate friction in our products and services
Ensure Fintech Payments Group can continue to grow and evolve while delivering legendary support to customers. 
Liaison with multiple design / product / category teams’ stakeholders to implement the necessary changes
Review the process/strategy for new constructs from end-to-end customer experience point of view .

 

Requirements

• Minimum 2-5 years in ecommerce/ retail/ service industry
• Experience leading complex projects
• Comfort with data analysis
• MBA / Post Graduate degree or related experience
• Requires high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.

Job reference: JO-210107-246442

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