Customer Experience Champion

1 month ago

mumbai, India IDFC FIRST Bank Full time

Role/Job Title:  Customer Experience Champion.

Function / Department : Retail Liabilities.

Job Purpose:

Development of customer service delivery standards for branch banking, monitoring customer journeys and touchpoints, and implementing strategies for improved customer experiences. 

Roles & Responsibilities :

Capability building in branches to provide excellent customer service experience. Design and formalize strategies and learnings from best practices. Define & Design customer service delivery standards for Branch Banking.  Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards. Responsible for reviewing customer centric processes. Set a clear mission and deploy strategies focused on the mission. Help building necessary capabilities to record customer interactions in branches and across touchpoints. Identify the training, L&D needs for the branches related to Customer service. Empower frontline to provide better customer experience. Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mystery Shopping, RCU). Follow up and review customer complaints (Branch Banking) across channels – Escalations, Grievances, Digital complaints. Effective engagement with Partner, consultants & Vendors for new initiatives & projects related to customer service excellence. Adhere to the grievance redressal processes and policies of the Bank to ensure timely closures. Develop service procedures, policies and standards. Keep ahead of industry’s developments and apply best practices to areas of improvement. Maintain an orderly workflow according to priorities. Achieve high stakeholder satisfaction ratings from Business, Operations, Risk, Compliance, Audit and IT team.

Managerial & Leadership Responsibilities:

People & Stakeholder Management.  Strong Team player with the ability to get work done across teams. Ability to visualize an end to process adding value addition to the business. Ability to understand vision of Leadership team and transfer this into execution steps on ground. Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys.  Defines strategy and help define processes, guidelines and policies that improve customer experience.

Education Qualification : 

Graduation:BBA (Bachelor of Business Administration)/BCom (Bachelor in Commerce)/BE (Bachelor in Engineering)/BSc (Bachelor of Science)

Post-graduation: MBA (Master of Business administration)/MCom (Master of Commerce)/MA (Master of Arts)/PGDM (Post Graduate Diploma in Management)

Experience : 5 to10 years of relevant experience.

  • Customer Experience Champion

    4 weeks ago

    Mumbai, India IDFC FIRST Bank Full time

    **Role/Job Title**: Customer Experience Champion **Business**: Retail Banking **Function / Department**: Retail Liabilities **Place of work**: Head office, BKC **Roles & Responsibilities**: - Capability building in branches to provide excellent customer service experience. Design and formalize strategies and learnings from best practices. - Define &...

  • Brand Champion

    1 month ago

    Mumbai, India ONIQ SERVICES PRIVATE LIMITED Full time

    **Delivery Champion Roles and Responsibilities** - Receive delivery assignments and review order details, including addresses, items, and special instructions. - Prepare the scooter for deliveries, ensuring it is in good working condition and fully equipped with necessary safety gear. - Safely operate the scooter to navigate through traffic, following all...

  • Customer Service Representative

    3 days ago

    Mumbai, India Champion polymer Full time

    Existing customer calls for orders and follow-up New customer acquisition through Calls and mails Basic Tally and account knowledge Multiple local languages Education Bcom **Salary**: ₹14,000.00 - ₹16,000.00 per month Schedule: - Day shift Supplemental pay types: - Yearly bonus Ability to commute/relocate: - Mumbai, Maharashtra: Reliably...

  • Customer Service Representative

    2 weeks ago

    Mumbai, India Champion polymer Full time

    Existing customer calls for orders and follow-up New customer acquisition through Calls and mails Basic Tally and account knowledge Multiple local languages Education Bcom **Salary**: ₹14,000.00 - ₹16,000.00 per month Schedule: - Day shift Supplemental pay types: - Yearly bonus Ability to commute/relocate: - Mumbai, Maharashtra: Reliably...

  • Senior User Experience Designer

    1 week ago

    Mumbai, India EvolutionCo Digital | Customer Experience Design & Marketing Agency Full time

    Job Location : MumbaiRoles & Responsibilities; User Research, User Stories, User Journeys, Mockups, Wireframes & PrototypesTranslate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences.Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and...

  • Senior User Experience Designer

    1 week ago

    Mumbai, India EvolutionCo Digital | Customer Experience Design & Marketing Agency Full time

    Job Location : MumbaiRoles & Responsibilities; User Research, User Stories, User Journeys, Mockups, Wireframes & PrototypesTranslate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences.Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and...

  • Customer Experience

    2 months ago

    mumbai, India HyreFox Consultants Full time

    This role will require you to:  Be customer-obsessed and build trust through your conversations  Respond to customers on all Social Media platforms and review platforms  Champion opportunities to consistently improve the customer experience  Drive customer retention, reduce churn, and increase customer satisfaction ...

  • Customer Experience

    1 month ago

    Mumbai, India Bookmyshow Full time

    **Your Profile** Handling chats from customers Resolving customer queries over chat process. Providing customer satisfaction. **Your Checklist** Excellent communication skills in English & Hindi Good customer service skills Ready to work in rotational shifts **Job Types**: Full-time, Contract Contract length: 12 months Schedule: - Day shift -...

  • Customer Experience

    1 month ago

    Mumbai, India Bookmyshow Full time

    **Your Profile** Handling chats from customers Resolving customer queries over chat process. Providing customer satisfaction. **Your Checklist** Excellent communication skills in English & Hindi Good customer service skills Ready to work in rotational shifts **Job Types**: Full-time, Contract Contract length: 12 months Schedule: - Day shift -...

  • Customer Experience

    1 month ago

    Mumbai, India Bookmyshow Full time

    **Your Profile** - Handling chats from customers - Resolving customer queries over chat process. - Providing customer satisfaction. **Your Checklist** - Excellent communication skills in English & Hindi - Good customer service skills - Ready to work in rotational shifts **Job Types**: Full-time, Contractual / Temporary Contract length: 12...

  • UX Design Lead

    2 weeks ago

    Mumbai, India Spinach Experience Design Full time

    About the Company: Spinach Experience Design is a leading Mumbai-based UI UX product design and development company that partners with an entire gamut of clients ranging from global Fortune 500 companies, and listed MNCs to brave new funded or 0-1 startups. Our cutting-edge work features across 8 world markets showcasing our expertise across diverse sectors...

  • Customer Experience

    2 weeks ago

    Navi Mumbai, Maharashtra, India Decano Consulting Full time

    About the internship:Are you a dynamic and motivated individual looking to gain hands-on experience in the fast-paced world of customer experience, specifically within the Horeca channel? Join our team at Decano Consulting as a customer experience intern and take your skills to the next levelSelected intern's day-to-day responsibilities include:Work closely...

  • [Apply in 3 Minutes] UX Design Lead

    2 weeks ago

    Mumbai, India Spinach Experience Design Full time

    About the Company:Spinach Experience Design is a leading Mumbai-based UI UX product design and development company that partners with an entire gamut of clients ranging from global Fortune 500 companies, and listed MNCs to brave new funded or 0-1 startups. Our cutting-edge work features across 8 world markets showcasing our expertise across diverse sectors...

  • UX Design Lead

    2 weeks ago

    Mumbai, India Spinach Experience Design Full time

    About the Company:Spinach Experience Design is a leading Mumbai-based UI UX product design and development company that partners with an entire gamut of clients ranging from global Fortune 500 companies, and listed MNCs to brave new funded or 0-1 startups. Our cutting-edge work features across 8 world markets showcasing our expertise across diverse sectors...

  • UX Design Lead

    2 weeks ago

    Mumbai, India Spinach Experience Design Full time

    About the Company:Spinach Experience Design is a leading Mumbai-based UI UX product design and development company that partners with an entire gamut of clients ranging from global Fortune 500 companies, and listed MNCs to brave new funded or 0-1 startups. Our cutting-edge work features across 8 world markets showcasing our expertise across diverse sectors...

  • UX Design Lead

    2 weeks ago

    Mumbai, India Spinach Experience Design Full time

    About the Company: Spinach Experience Design is a leading Mumbai-based UI UX product design and development company that partners with an entire gamut of clients ranging from global Fortune 500 companies, and listed MNCs to brave new funded or 0-1 startups. Our cutting-edge work features across 8 world markets showcasing our expertise across diverse sectors...

  • Head - Customer Experience (5-16 yrs)

    1 month ago

    Navi Mumbai, Maharashtra, India iimjobs Full time

    The key responsibilities include :Handling a Large Team size Setting the Vision and Strategy: Develop and communicate a clear vision for the customer experience that aligns with the company's overall goals and objectives. Create a strategic roadmap to achieve these objectives. Leadership andTeam Management: Provide strong leadership to the CX team,...

  • Customer Sales Executive

    1 month ago

    Navi Mumbai, India Altius Customer Services Pvt Ltd Full time

    **About US** Altius started its operations in early 2002 as consultants and has rapidly grown into a diversified company with zealous experts from various sectors catering to our Clients transformation. We handle customer lifecycle management through our Digital Marketing, Information Technology & Business Process units. Headquartered in Mumbai and...

  • Customer Experience Specialist

    5 days ago

    Mumbai, India Sify Technologies Limited. Full time

    Customer Experience is vital to our long-term profitability. We are hiring for a CEM to own and drive success for our customers. This role includes responsibilities for Customer Success activities (e.g. support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)Responsibilities:Drive Customer Success OutcomesIncrease...

  • Customer Experience Manager

    1 week ago

    mumbai, India Sify Technologies Limited. Full time

    Position Overview:Customer Experience is vital to our long-term profitability. We are hiring for a CEM to own and drive success for our customers. This role includes responsibilities for Customer Success activities (e.g. support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)Responsibilities: Drive Customer...