Aparna Vijayan
12+ years of driving informed, data-backed business decisions.
- Role
- Customer Experience Manager at McAfee
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Aparna Vijayan
Analytics and CX leader with 12+ years of expertise driving Customer Experience Strategy,…
Experience
Customer Experience Manager
Oct 2021 — Present · Bangalore Urban, IN
Revamped CX strategy, driving a 25% increase in customer satisfaction through cross-functional collaboration with marketing, product, retention and sales teams. Optimized VoC programs (NPS, Product Satisfaction, CSAT, and Intercept surveys) boosting survey response rates by more than 12% and driving actionable insights that enhanced customer experience across key touchpoints. Led UX research with qualitative and quantitative methods (surveys, focus groups, A/B testing, user interviews etc.), identifying pain points and driving design changes on McAfee support webpage. Orchestrated seamless integration of Salesforce, Qualtrics, Forsta, and Power BI, streamlining dataflows, reducing manual reporting time and enhancing data-driven decision-making. Led executive-level insights delivery by designing compelling KPI dashboards, surfacing critical trends to C-suite stakeholders, and shaping strategic priorities. Served as the lead expert on McAfee CSAT and NPS survey analytics, driving actionable insights that optimized vendor performance and reduced customer dissatisfaction through enhanced feedback loops and process improvements. Designed and deployed structured taxonomies and scalable data frameworks, strengthening decision-making while significantly reducing operational inefficiencies, defects in people, processes, and product workflows across the customer support journey.
Skills
- Team Management
- Blogging
- Research
- Marketing Communications
- Project Management
- Microsoft Excel
- Presentations
- Data Analysis
- Project Appraisal
- Analytical Skills
- Creative Writing
- Public Speaking
- Analytics
- Interpretation of Data
- Powerpoint
- Business Analysis
- Bloomberg
- People Skills
- Market Research
- Analysis
- Strategy
- Business Development
- Competitive Analysis
- Training
- Marketing Research
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