Manager - Customer Satisfaction (CSAT)

Location : NOIDA (2-3 days a week WFO)
We 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.
Beyond 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.
Key Responsibilities:
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.
Insight Generation & Client Intelligence : Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative...