Lead - Customer Experience

4 days ago

Mumbai, India ICICIDirect Full time

Job Responsibilities:- To design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction, retention- Analyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification.- Set up feedback mechanisms and convert insights into actionable improvements in products, processes, and policies.- Work with product, UX, and tech teams to simplify app/website navigation.- Ensure smooth onboarding (fast KYC, instant activation).- Partner with call center/chatbot/email teams to ensure first-time resolution.- Build an omnichannel support experience (chat, WhatsApp, voice, in-app).- Develop escalation management and proactive communication strategies.- Track customer journeys, churn patterns, and product adoption.- Use analytics to predict and prevent drop-offs.- Constant Innovation & Benchmarking: Continuous study of best practices from fintechs, banks, and domestic and global brokers. Present in CDC for action and improvementsRequired Skills & Experience:- 16 to 23 years of relevant experience- Domain knowledge: Online broking, trading platforms, fintech.- CX skills: Journey mapping, design thinking, service recovery.- Tech orientation: Familiarity with app analytics, CRM, chatbots, AI-driven CX tools.

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