Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.
Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative analysis; translate insights into business recommendations and growth opportunities for the business.
Identify and reimagine experience and feedback workflows across the client lifecycle; drive adoption of AI and automation to standardize processes and tools that improve quality, responsiveness and efficiency
Design and manage cross-functional customer delight, engagement and retention programs; track follow-up action on recommendations.
Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies.
Introduce new analytics tools, dashboards, and automation that enhance efficiency and reporting accuracy.

Master's in business administration or marketing
8+ years of experience primarily in Customer Experience. Exposure to Sales Enablement and Business Strategy roles (in B2B environment) preferred.
Strong analytical skills with experience in data visualization and storytelling (e.g., Power BI, Tableau, or Excel).
Demonstrated experience in designing and managing customer feedback or satisfaction programs.
Advanced experience with quantitative and qualitative analytics tools (such as Qualtrics, and Satmetrix etc.) and methodologies (such as NPS, VoC, consumer feedback and sentiment analysis).
Ability to translate data into actionable insights; strong business acumen.
Familiarity with process optimization or program management methodologies.
Excellent stakeholder management, communication, and influencing skills.
Balance of strategic thinking and executional rigor.
Strong time‑management and prioritization skills, enabling the ability to meet tight deadlines while executing at speed.
Demonstrates strong stewardship of confidential and sensitive data.
Advanced MS Excel, Power Query and PowerPoint skills; Proficient in VBA, Macros, Power Bi, Text/sentiment analytics
Well‑versed in primary and secondary research techniques, with hands‑on experience analyzing industry trends and market landscapes.
Strong analytical skills, experienced with large datasets, dashboard creation QA, report automation and hypothesis testing.

Senior Manager – CSAT

Key skills