Customer Experience Manager

HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 17,000+ employees across 10 countries and 23 delivery centers.

Build a career turning customer insight into measurable experience improvement

at HGS

As HGS continues to grow its digitally enabled customer experience delivery, we’re looking for an NPS Consultant who can turn customer feedback into clear, practical insight. Working closely with Operations and support teams, you’ll analyse NPS, survey, behavioural, and performance data to identify what is driving customer experience and where meaningful improvements can be made. This is a hands-on insight role, not a reporting-only position. You’ll be expected to challenge, influence, and guide decisions using accurate, evidence-based analysis, while explaining complex findings in a way that is clear and useful for stakeholders. If you’re analytical, commercially aware, and motivated by improving customer outcomes, this is a strong opportunity to build a meaningful career in customer experience and insight delivery.

HGS enables a Coaching Culture: HGS is dedicates to fostering a coaching culture where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential with support from colleagues, managers, and mentors, through feedback mentorship and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.

Why Choose Us

• Competitive Salary and shift allowance
• Annual leave entitlement: 15 days per annum and, 17 days after 2 years
• Comprehensive funeral cover.
• Medical insurance to keep you healthy and protected.
• Fully funded transportation to your home after shift.
• Career advancement in a fast-growing organization
• People focused environment where you’ll make lifetime connections and friendships

What Are We Looking For

• Are you confident analysing customer feedback and translating it into clear, actionable insight?
• Can you explain complex data in a simple, practical way that drives business decisions?
• Are you comfortable working with multiple data sources, including survey feedback and operational metrics?
• Can you challenge stakeholders constructively and influence improvement activity?
• Do you take a structured, evidence-based approach to problem solving?

If you’re ready to take ownership of customer experience insight and play a key role in improving NPS performance, we’d be pleased to hear from you.

Requirements

• Proven experience in a data, insights, or customer experience focused role
• Strong analytical capability with experience working across multiple data sources
• Experience interpreting customer feedback, including survey and NPS data
• Ability to translate complex data into clear, actionable insights
• Confidence using reporting tools, dashboards, and data visualisation techniques
• Strong communication skills, with the ability to present findings to non-technical stakeholders
• Experience working with Microsoft Office and data analysis tools
• Ability to work cross-functionally and support operational improvement initiatives

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HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.