Lead - Customer Experience

2 weeks ago

Navi 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 improvements
Required 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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