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Consultant - Net Promoter Score Expert

  • 15-20 Hrs/Week
  • Remote - India
  • 1 months
  • Project posted on: 13/05/2026
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Consultant - Net Promoter Score Expert

  • Service Operations and Delivery
  • Process optimization and transition management
  • SOP planning
  • Customer Experience Management

Remote - India
tooltip_icon_dark Open to consultants anywhere in India

15-20 Hrs/Week

1 months

 13/05/2026

Assignment Details

Our client, 

 

Roles & Responsibilities

  • Conduct NPS diagnostics and driver analysis by segmenting customer feedback across journeys to identify key promoters, detractors, and underlying root causes impacting customer satisfaction.
  • Map end-to-end customer journeys (onboarding, product usage, support, and claims where applicable) to identify friction points and service gaps affecting the overall customer experience.
  • Develop a prioritized improvement roadmap with actionable CX initiatives, including process enhancements, communication improvements, and product/service adjustments, along with estimated impact on NPS.
  • Design and implement a closed-loop feedback system to capture customer feedback, address detractor concerns, and ensure timely resolution through structured follow-ups.
  • Establish NPS tracking and governance frameworks, including defining KPIs, dashboards, and reporting cadence to monitor customer experience metrics and initiative outcomes.
  • Collaborate with cross-functional teams (operations, product, support, and marketing) to translate customer insights into practical improvements and drive execution of CX initiatives.

Skills Required

  • Strong expertise in Customer Experience (CX) strategy and NPS improvement programs, including diagnostic analysis and initiative design.
  • Ability to perform root cause analysis using both qualitative insights and quantitative data to identify key drivers of customer satisfaction or dissatisfaction.
  • Experience in customer journey mapping and service design, with the ability to identify friction points across end-to-end customer journeys.
  • Familiarity with NPS frameworks, survey design, and closed-loop feedback systems to capture, analyze, and act on customer feedback.
  • Strong data analysis and visualization skills for building CX dashboards, tracking KPIs, and monitoring NPS performance over time.
  • Ability to translate customer insights into actionable business initiatives and collaborate effectively with cross-functional teams to drive CX improvements.

 

About the Client

A specialized health insurance provider in India

Industry

Insurance

Experience Required:

8+ years

Additional Skills:

  • Change Management
  • Performance metrics/KPIs
  • Net Promoter Score

No of open positions:

1

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