Job Description

Job Title: CSE (Central Student Experience) Manager Location : HSR Layout, Bengaluru Job Overview: We are looking for a proactive and detail-oriented Central Student Experience Team Manager to lead and execute strategic projects aimed at enhancing student satisfaction and overall experience across all centres. This role will be based at the head oce and will work closely with cross-functional teams to ensure consistent, high-quality interactions at every student touchpoint. The goal is to elevate student Net Promoter Score (NPS) to 70+ across centres through data-driven insights, communication initiatives, and targeted improvement projects. Key Responsibilities: Own and drive key central student experience projects to enhance student satisfaction. Initiate and manage projects based on trends in ticket categories (L1 classification) and NPS insights. Collaborate with centre leadership to roll out interventions based on feedback data. Oversee and continuously improve central student communication (emails, SMS, notifications) for clarity, tone, and impact. Design and execute audio-visual communication strategies at the centres that align with the student experience brand tone. Track, analyze and report Net Promoter Scores (NPS) for all centres. Lead initiatives for detractor management - identifying causes and executing root-cause-based action plans. Partner with centres to achieve and sustain an NPS of 70+ through proactive improvements. Review central student tickets on a regular basis to identify recurring issues and improvement areas. Work with product, academic, and ops teams to resolve systemic issues impacting student experience. Drive projects derived from high-volume or high-priority ticket categories, with measurable impact. Partner with regional and centre teams to ensure consistent rollout and compliance of experience initiatives. Work with tech/product for automation of feedback collection and ticket resolution where possible. Prepare monthly dashboards and reports for leadership highlighting wins, gaps, and next steps. Desired Skills & Qualifications: Bachelor's degree or equivalent experience. Strong understanding of NPS, feedback mechanisms, and communication strategies. Proficient in using tools like Zendesk, Freshdesk, or similar ticketing systems. Excel/Google sheets proficiency (high level) - This is a must. Excellent communication skills verbal and written. Ability to use data to drive decision-making and continuous improvement. Experience in stakeholder management and cross-functional collaboration.