Responsibilities & Key Deliverables

• Background and Understanding - Have thorough understanding of Customer Experience Landscapes in automotive industry from customer acquisition to ownership. Needs and wants of todays and future customers. Know-how on Industry wide Tech led & Digital CX practices.                                                                                   
• Experience in CX Department - Experience of working in Customer Service / Customer Experience Industry.  Knowledge of all customer touchpoints and Customer Behaviour. Knowledge about auto channel operations and customer journey across product discovery, purchase, and ownership.                                                                                                            
• Field Support - Connect with the Field teams to discuss solutions and Carry out POC.        
• Insights and Analytics - Draw insights with different data sets on customer voices and share with the various parties for action. Analyse Data trends and identify opportunities for improvement.
• Reviews - Structured and Layered reviews with Dealers | Regional offices on the POCs and on the redefined Processes                                                                                                           
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Experience

10-15 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality

Industry Preferred

Automobile Industry (CRM Profiles), Airlines, Hospitality

Qualifications

Diploma in Engineering/BE (Auto/Mech./Production.)/Graduate or MBA Marketing

General Requirements

• Interdepartmental Feedbacks and Connects - Product Quality | Product Planning | Marketing | Sales | Service etc
• Process Improvements - Via Technology enablement | Digitisation Recommendation etc. Liaising with the process and sales & Service Startegy teams. Benchmark Industry best practices and improve customer facing processes periodically. Understanding and experience of plotting Customer Journeys
• should be able Discover opportunities for improvement and addressing through process reengineering and Frugal Tech deployments.
• CX Transformational micro projects encompassing aspects like below - High Impact / High Value creating, Significant Process Improvement. Procedural re-engineering (Kaizen).  Aided with Today's technology. Fool Proof (Poka Yoke).