PHI - Sr. Specialist - Customer Success
Core
Managing end-to-end Net Promoter Score (NPS) frameworks, survey execution, and converting customer feedback into actionable CX improvement plans for a new health insurance venture.
Role type
Sr. Specialist - Customer Success (NPS Program Management)
Builds
A standalone Indian health insurance company (Prudential Health India) in partnership with HCL Group.
Domain
Health Insurance / Financial Services / Customer Experience
Deliverable
Dashboards & analysis
Required skills
NPS framework ownership, survey strategy design, statistical interpretation, text/sentiment analysis, CRM tool proficiency, data visualization
Preferred skills
Process re-engineering, detractor recovery management, promoter program development, agile methodologies
Technologies
SMS, Email, WhatsApp, NPS tools, MS Dynamics, Salesforce, CRM Next, SimpleCRM
Responsibilities
Define survey strategy and sampling logic; execute surveys via SMS/Email/WhatsApp; analyze NPS results by channel/segment; derive insights from detractor comments; present findings to leadership; drive detractor recovery loops with contact center and sales teams; create NPS dashboards for leadership and regulators; benchmark internal trends against industry standards.
Seniority
Senior, hands-on IC
