# Sr. Specialist - Customer Success

**Company**: Prudential Health India
**Location**: Mumbai
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Mumbai/PHI---Sr-Specialist---Customer-Success_25050135?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a135c627-b1c

## Description

Prudential Health India is seeking a Sr. Specialist - Customer Success to join their Customer Service team in Mumbai.

The successful candidate will be responsible for NPS Program Management, including end-to-end ownership of the NPS framework, survey strategy, execution, and analysis.

Key responsibilities include:

- Managing NPS surveys and ensuring localization, mobile responsiveness, and customer-friendly formats

- Analyzing NPS results by channel, product, customer segment, geography, and agent

- Deriving actionable insights from detractor comments and verbatim

- Presenting findings to leadership and cross-functional teams

- Driving detractor recovery and closure loop initiatives

- Converting NPS insights into CX improvement plans with business functions

- Tracking progress on identified pain points

- Creating and maintaining NPS dashboards and reports

The ideal candidate will have 7-8 years of experience with 4-5 years in customer experience, driving NPS, CSAT surveys, and VOC programs.

Requirements include:

- Familiarity with NPS and CSAT Survey tools

- Knowledge of CRM tools like MS Dynamics, Salesforce, CRM Next, SimpleCRM, etc.

- Text and customer sentiment analysis and statistical interpretation skills

- Strong analytical skills

- Excellent communication and negotiation skills

- Bachelor's degree from a recognized University

Nice to have:

- Certification in marketing or analytics

- Experience working in a fast-paced and hyper-growth environment using agile methodologies

- Passion for bringing consumer-centric ideas and products into reality

- Experience with digital tools and technologies to transform customer experience

## Skills

### Required
- NPS
- CSAT
- CRM
- text analysis
- statistical interpretation
- analytical skills
- communication
- negotiation

### Nice to have
- marketing
- analytics
- agile methodologies
- digital transformation

---

Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Mumbai/PHI---Sr-Specialist---Customer-Success_25050135?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)