Customer Satisfaction Manager (CSAT)

About the role

We are seeking a dynamic, analytical, and customer‑obsessed professional to lead our Customer Satisfaction (CSAT) program in Noida. The role blends data‑driven insight generation, process redesign, and cross‑functional collaboration to continuously improve the client experience and empower commercial teams with actionable intelligence.

Key responsibilities

• Design, deploy, and govern the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.
• Generate deep client sentiment insights through qualitative and quantitative analysis and translate them into business recommendations.
• Reengineer experience and feedback workflows across the client lifecycle, leveraging AI and automation to improve quality and efficiency.
• Design and manage cross‑functional customer delight, engagement, and retention programs, tracking follow‑up actions on recommendations.
• Collaborate with Sales, Delivery, and Strategy teams to ensure client feedback informs go‑to‑market and service delivery strategies.
• Introduce new analytics tools, dashboards, and automation to enhance reporting accuracy and efficiency.

Required profile

• 8+ years of experience primarily in Customer Experience, preferably with exposure to Sales Enablement and Business Strategy in a B2B environment.
• Strong analytical and storytelling abilities with experience in data visualization.
• Proven experience designing and managing customer feedback or satisfaction programs.
• Advanced knowledge of quantitative and qualitative analytics methodologies such as NPS, VoC, and sentiment analysis.
• Excellent stakeholder management, communication, and influencing skills.
• Strategic thinking combined with executional rigor and strong time‑management.

Required skills

• Power BI
• Tableau
• Excel
• Qualtrics
• Satmetrix