EXL
EXL | Operations Manager
Upload your resume & find all jobs matching it
See how well this job fits you — plus every other live job that matches your skills and experience.
PDF, DOCX or photo
Applying here? Tailor your resume to this job - see which keywords it asks for that your resume is missing.
Job Highlights
Responsibilities
- Lead and manage the CX design team, providing strategic direction, mentorship, and support to drive exceptional customer experiences.
- Develop and implement a comprehensive customer experience strategy that aligns with organizational goals and enhances user satisfaction across all touchpoints.
- Oversee the creation and optimization of customer journey maps, personas, and experience frameworks to guide design and business decisions.
- Collaborate with senior leadership, product managers, UX/UI designers, and marketing teams to align CX initiatives with broader business objectives.
- Conduct advanced user research and analysis to gather insights into customer needs, behaviors, and pain points, translating these insights into actionable design improvements.
- Lead the design and execution of A/B testing, usability studies, and other experiments to validate design decisions and measure their impact on customer experience.
- Develop and manage key performance indicators (KPIs) for customer experience, regularly reporting on progress and recommending improvements based on data and feedback.
- Ensure that all customer experience designs meet industry standards for accessibility, usability, and best practices.
Requirements
- Knowledge would be added advantage like using Formulas Vlookup, Pivot table, charts, index,etc ERP experience will be an added advantage.
- Prior experience in Accounts Receivable 9-12 yrs.
- Good communication skills both written & oral, as this is client facing role.
About the company
EXL
EXL (ExlService Holdings, Inc.) is a data analytics and digital operations company founded in 1999 and listed on NASDAQ as EXLS. It works with large insurers, banks, healthcare payers and retailers worldwide, combining data, AI and deep industry knowledge to run and transform business operations. Its Indian arm, EXL Service.com (India) Private Limited, was incorporated in 1999, and India is where the bulk of its global delivery work happens.
For finance professionals, EXL hires across finance and accounting operations (record to report, procure to pay, order to cash), financial planning and analysis, financial reporting, audit support, and risk and compliance, alongside its large analytics practice. CA, CMA, ACCA and MBA (Finance) profiles suit these roles across its Noida, Gurugram, Pune, Bengaluru, Chennai and Kochi centres.
