Sr. Specialist - Customer Success

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