Job Description
Roles and Responsibilities Key Responsibilities Lead an agile cross-functional squad in conceptualizing and executing CX initiatives from a cultural, behavioral and mind-set shift perspective Run daily agile discussions, maintain squad charter, manage tracker/backlog, debottleneck and troubleshoot issues Coach the team on rapid execution mindset Facilitate extensive competitive analysis to inform new innovative CX initiative designs, bring cross industry best practices Conduct diagnostics of end to end customer journeys using qualitative and quantitative analysis. Partner with Data Scientists to test hypothesis and bring out insights for various Customer Journeys Manage dependencies and efficiently communicate plans, issues and results with senior stakeholders on a proactive and regular basis Draft new customer journeys to ensure alignment with omni channel tenets, minimized cust...