Aparna Vijayan

Customer Experience Manager @McAfee

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.