NPS Programme Manager and Process Excellence

Designation: NPS Programme Manager & Process Excellence Lead

Experience: 8+ years

Location: Pune

Industry: Global Medical Device

It is an individual contributor role

Should be open to work in rotational shift (UK & US).

Role Description:

We are looking for an experienced NPS Program Manager with strong expertise in Net Promoter Score lifecycle management, including survey design, questionnaire development, and NPS analytics. The ideal candidate will lead the end-to-end NPS program to capture customer feedback and generate actionable insights.

Design and manage the end-to-end NPS framework across customer touchpoints

Create and optimize NPS surveys and questionnaires (relationship & transactional)

Develop structured survey flows including NPS scoring, diagnostic, and open-text feedback questions

Manage survey deployment and lifecycle across channels (email, in-app, web, etc.)

Analyze NPS data, customer feedback, and sentiment trends

Identify key drivers impacting NPS scores and provide actionable insights

Create NPS dashboards, reports, and performance tracking for stakeholders

Ensure survey governance, sampling strategy, and response quality

8+ years of experience in NPS / Customer Feedback Programs

Strong expertise in survey design & questionnaire structuring

Experience with NPS tools (Qualtrics, Medallia, SurveyMonkey, etc.)

Strong data analysis and insight generation skills

Experience building NPS reports and dashboards