• Job Title: Associate Manager- CX Programme Management 
• Department: Customer Happiness (Commercial) 
• Reports to: Head – Customer Happiness
• Direct Reports: CX Programme Management 
• Location: GGN - HQ

Service Quality

• Map customer experience and benchspan practices across industries for all lines of business.
• Monitor service standards across all customer touchpoints through service surveillance and mapping.
• Establish performance levels with function heads; ensure compliance, corrections, and preventive actions.
• Ensure service quality audit processes and timelines are adhered to through stakeholder management.
• Drive Net Promoter Score (NPS) and Customer Satisfaction (CSAT) projects; measure, track, and execute initiatives to improve customer KPIs.
• Identify and implement service quality improvement projects for service enhancement, cost savings, and revenue generation.
• Manage mystery audit projects (in-house and outsourced).
• Prepare and present reports on Voice of Customer (VOC), NPS, mystery shopping, and employee feedback.
• Introduce competitive best practices to create service excellence as a differentiator.
• Collaborate with CH operations team for training design, delivery, and effectiveness monitoring.
• Create Standard Operating Procedures (SOPs) for Customer Happiness and CX processes.
• Conduct observation journeys across customer touchpoints to evaluate service consistency and identify gaps.
• Lead end-to-end customer journey mapping to identify pain points and improvement opportunities.
• Use data analytics and dashboards for trend analysis and predictive insights to enhance CX.

• Internal: Communication with all internal departments.
• External: Communication with customers and external service partners.

• Qualification: Graduate / Postgraduate
• Additional Certifications:
  • Learning & Development techniques
  • NPS / CSAT Programme Management
  • Project Management
• Work Experience:
  • 8–10 years in customer management or service excellence roles
  • Industry experience preferred

• Outstanding customer service and stakeholder management skills
• Strong interpersonal and communication skills
• Presentation and report-making skills; strong analytical ability
• Highly detail-oriented; ability to multi-task effectively
• Excellent management and leadership skills
• Ability and willingness to travel