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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