Customer Experience Manager

Job Description

Greetings from ZURICH KOTAK GENERAL INSURANCE, We are looking forward to having you onboard with us for the below role for Customer Experience. Role & responsibilities Own end-to-end project management for the Web WhatsApp customer service bot, including planning, development, deployment, testing, and optimization. Monitor and improve the NPS system and customer feedback loops, ensuring timely follow-ups and insights delivery to key stakeholders. Collaborate with product, customer support, and engineering teams to align bot capabilities with business goals and customer needs. Analyze customer interactions and feedback to identify areas for automation, process improvement, and improved user experience. Drive continuous improvement of the WhatsApp bots performance, accuracy, and customer satisfaction metrics. Track and report project progress, performance KPIs, and NPS trends to leadership. Ensure compliance with data privacy, customer consent, and platform regulations. Preferred candidate profile Experience with chatbot platforms Familiarity with CRM platforms and customer support tools Experience in project management, preferably within customer experience or digital platforms. Proven experience managing conversational AI/chatbot projects, preferably with WhatsApp Business API. Strong understanding of NPS methodology and customer feedback analysis. Interested candidates feel free to contact me on the below email vania.rebello@zurichkotak.com