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Client Experience Transformation

4 months ago

Gurgaon, India Skillventory Full time

**Client Experience Transformation - Hiring For a well known Bank**:

- From 10 to 15 year(s) of experience
- ₹ Not Disclosed by Recruiter
- Gurgaon/Gurugramor

**Roles and Responsibilities**

**Role Details**
The role of the Communications - CEx is to plan, manage and improve the communications experience of the Bank across all its products, services and offerings by directing, architecting, positioning and standardizing the visual appearance and content
- tonality of communications across all communication channels - with the primary intent to make the communications journey seamless, easy, fast and transparent for all our external & internal stakeholders.
- **External**
- Regulatory & Compliance Communications - Support Compliance, Security, Legal & Operation teams to create &;
cascade all types of regulatory communications to ensure smooth & secure Account continuity for clients.
- Transaction & Life Cycle Journey Communication of Product/Services - Design/produce all types of communications

to ensure seamless and smooth operations of the product life-cycle & and its transactional journey across all
- physical, contactless & digital touch-points of the Bank
- Product Marketing Communication - Support product/business teams to clearly positioning/articulate their product

literature across all types communications channels
- Crisis Management Communications - Introduce a crisis management communications manual to support

incident/crisis within the Bank by devising standardize templates, decks and other relevant collaterals to support
- business continuity at all times.
- User Interface Communications (Account Opening Forms, Digital Interfaces, Auto/Canned responses, Complaints

Management, IVRs etc.) - Review the interface of all digital banking services/channels to ensure the interface journey
- is simplified and enriching for our clients. In addition, support clients facing channels with relevant communication
- templates to systematically engage with clients and improve engagement relationship
- Customer Relationship Management Communications - Support Sales, RMs, KAMs, SRMs and client engagement
- teams with strategic proposal templates and other innovative literature to periodic pitch product features and services
- to clients
- **Internal**
- ‘Customer First’ Awareness - Design an internal communication framework to educate and increase awareness on

good customer experience working alongside functions such as Product Teams, HR, Compliance, Information
- Security & Policy.
- **Process & Repository Building (Systems)**:

- Governance Framework - Create a governance framework to review all external and internal communications of the
- Bank with clear processes established
- literature of the bank to its correlating systems on which they have been deployed.
- **Design (Cost Save)**:

- In-house Design Studio - Introduce an in-house ‘Studio’ team to design all types of client communications to save on
- external agency costs.- Role:_Other
- Salary:_ Not Disclosed by Recruiter
- Industry:_Banking
- Department:_Other
- Role Category:_Other
- Employment Type:_Full Time, Permanent
- Key Skills- Product CommunicationCustomer ExperienceCexClient ExperienceEducation
- UG:_Any Graduate
- PG:_Any Postgraduate

**Company Profile**:
SKILLVENTORY
- Hiring for a well known private sector bank- Recruiter Name:_Shruthi Acharya
- Contact Company:_SKILLVENTORY
- Telephone:_
+91-XXXXXXXXXX