Customer Obsession

2 months ago

mumbai, India Axis Bank Full time

Customer Obsession (Sparsh):Team

13 - 15 Years 1 Opening Mumbai

Role description

About Customer Obsession:

Axis Bank is on a mission to become India’s most Customer Obsessed Bank . Axis Bank has embarked on a path to becoming truly distinctive and a leader in the space of customer excellence. This team works with departments across Retail Banking and Corporate Banking to drive high impact projects with an aim to deliver ‘Smart Banking Solutions’ using AGILE methodologies and drive automation leading to improvement in ‘Net Promoter Score’ across products and verticals. Team is responsible to design and embed customer obsession behaviors in entire Axis workforce, employees working in frontline and operational/centralized roles.

About Job:

The Sparsh Cultural Lead is a strategic professional who stays abreast of developments within their own field and contributes to directional strategy in culture and marketing, making a consistent and significant impact on Client Obsession. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to execution of projects. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

About the Role

Identifying cultural requirements at Sparsh, optimizing customer journeys, simplifying customer communications, ensuring adoption of trainings and best practices, leading and co-creating Sparsh content and customized solutions, and measuring improvement.

This job description provides a high-level review of the work performed, including projects and initiatives driven throughout the year.

Key Responsibilities

The role incumbent would be responsible for

Leading an agile cross-functional squad in conceptualizing and executing Sparsh initiatives from a cultural and behavioral perspective that encourages mindset shift Driving the Sparsh agenda throughout the organization as a central thematic, bringing in a culture that rewards exceptional customer service Creating a content strategy framework to help build better brand experiences Owning and simplifying customer communications to create intuitive and contextual communications across the franchise and driving key client metrics Launching Sparsh projects, customer communications and campaigns across Consumer Bank verticals Coaching the team on rapid execution mindset and ensuring adoption of evolving Sparsh cultural priorities and trainings Facilitating cultural competitive analysis to inform new innovative CX initiative designs and bring cross industry best practices Promoting an inclusive culture and driving Sparsh initiatives that can be sustained, expanded, and create distinctiveness and excellence Creating a customer centric environment and driving the service culture Managing dependencies and efficiently communicating plans, issues and results with senior stakeholders on a proactive and regular basis Collaborating with a range of partners: Marketing, Compliance, Operations, Customer Service teams, Digital Banking Business Solution Group, Technology, Product/Sales and external vendors

Qualifications

MBA with 12-15 years of relevant prior experience

Role Proficiencies:

Excellent communicator and creative thinker, with an ability to use data to inform all decisions. Strong campaign management skills with functional understanding of customer centric digital marketing and content creation Strong cross functional influencing skills. Drive projects with cross functional teams. Strong analytical skills and ability to diagnose processes and systems and should have the ability to deploy best practices in the industry Strong decision-making skills and ability to manage complex business requirements Prefer working in a collaborative, cross-team capacity. This role requires you to work across functions and departments to bring the product/campaign/customer journey to life.

Skills

Refer to the Job Description

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