Manager - Customer Satisfaction (CSAT)

Location: NOIDA (2-3 days a week WFO)\n\nWe are looking for a dynamic, analytical, and customer-obsessed professional for our Customer Satisfaction (CSAT) program. This role combines data-driven insight generation, process reimagination, and cross-functional collaboration to continuously improve the client experience and enable commercial teams with actionable intelligence.\n\nBeyond driving CSAT, the role will partner closely with Sales, Delivery, and Strategy / Business teams to develop client-centric insights, identify experience improvement opportunities, and data-backed sales strategies.\n\nKey Responsibilities:\n\n- Customer Experience Management: Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.\n- Insight Generation & Client Intelligence: 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.\n- Process Re-engineering: 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\n- Program Management: Design and manage cross-functional customer delight, engagement and retention programs; track follow-up action on recommendations.\n- Stakeholder Collaboration: Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies.\n- Continuous Improvement: Introduce new analytics tools, dashboards, and automation that enhance efficiency and reporting accuracy.\n\nKey Success Metrics:\n\n- Improved CSAT/NPS metrics and response quality.\n- Increase in actionable customer insights leveraged by Sales and Delivery.\n- Adoption and impact of enablement materials and client intelligence briefs.\n- Measurable improvements in customer experience processes and turnaround times.\n\nRequired Competencies:\n\n- 8+ years of experience primarily in Customer Experience. Exposure to Sales Enablement and Business Strategy roles (in B2B environment) preferred.\n- Strong analytical skills with experience in data visualization and storytelling (e.g., Power BI, Tableau, or Excel).\n- Demonstrated experience in designing and managing customer feedback or satisfaction programs.\n- 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).\n- Ability to translate data into actionable insights; strong business acumen.\n- Familiarity with process optimization or program management methodologies.\n- Excellent stakeholder management, communication, and influencing skills.\n- Balance of strategic thinking and executional rigor.\n- Strong time‑management and prioritization skills, enabling the ability to meet tight deadlines while executing at speed.\n- Demonstrates strong stewardship of confidential and sensitive data.\n\nDesired Skills:\n\n- Advanced MS Excel, Power Query and PowerPoint skills; Proficient in VBA, Macros, Power Bi, Text/sentiment analytics\n- Well‑versed in primary and secondary research techniques, with hands‑on experience analyzing industry trends and market landscapes.\n- Demonstrates strong capability in developing content and storyboards for leadership audiences.\n- Strong analytical skills, experienced with large datasets, dashboard creation, report automation, and hypothesis testing.