Manager - NPS

Role: Manager - NPS

Location: Bengaluru, Karnataka

Company: CoinDCX

What You’ll Do:

• Own and drive the Net Promoter Score (NPS) metric across CoinDCX’s brands: CoinDCX, Okto, and CoinDCX Pro.
• Analyze customer feedback data to identify and quantify key customer problems.
• Build actionable, data-driven roadmaps for NPS improvement with monthly and quarterly plans.
• Collaborate with teams like Growth, Operations, Product, Tech, Revenue, and Compliance to prioritize and resolve customer issues.
• Improve customer journeys by reducing effort, number of touchpoints, and enhancing communication.
• Lead process improvements focusing on Cost, Quality, Speed, Reliability, and Experience.
• Manage cross-functional execution of programs to improve customer satisfaction in a timely manner.

What You Need:

• 5-8 years of experience in customer experience roles, preferably in consulting or fintech.
• Hands-on experience driving NPS improvements and customer experience lifecycle management.
• Strong program management skills.
• Analytical mindset with first principles thinking to build hypotheses and test via data.
• Ability to draw actionable insights from customer data.
• Educational qualifications: B.Tech or MBA from top Indian institutions.
• Passionate about Web3, VDA, and crypto technologies.
• Ownership mindset with a ‘We over Me’ approach.
• Creative, innovative thinker pushing boundaries.

Perks:

• Flexible “Design Your Own Benefit” package tailored to your needs.
• Unlimited wellness leaves.
• Mental wellness support including counseling and workshops.
• Bi-weekly learning sessions to keep you updated and growing.