Customer Experience Champion

2 months 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 & 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 towards that 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 front line to provide better customer experience.
- Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mistry 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.

**Secondary Responsibilities**:

- Adhere to the grievance redressal processes and policies of the Bank to ensure timely closures. Develop service procedures, policies and standards.
- 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 wit 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.

**Key Success Metrics**:

- Effectiveness of a reengineered processes to achieve target customer excellence, cost (efficiency) improvements and revenue targets.
- Focus on end customer experience to improve NPS.
- Anticipate and manage risks to achieve target audit rating
- Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
- Team management: drive team performance, develop and retain talent

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