Team Member-customer Experience-support Services-customer Experience

2 days ago

Bangalore Karnataka, India Kotak Mahindra Bank Full time

Job Category KMBL Degree Level Bachelor s Degree The team member is responsible for designing implementing and managing the metrics analytics and feedback systems that track and assess the customer experience across various touchpoints within the bank This role involves leading teams to analyze data identify concerns and areas for improving and collaborate with cross-functional teams to enhance customer experience To play a critical role in ensuring that measurement is continuous customer feedback is shared with business teams and able to drive business decisions Key Responsibilities u Customer Experience Strategy and Metrics o Define key performance indicators KPIs related to customer satisfaction - Net Promoter Score NPS Customer Effort Score CES etc o Build and manage dashboards for tracking and reporting CX performance u Data Analytics and Insights o Oversee the collection and analysis of customer feedback from TNPS and RNPS surveys o Analyse the open ends to identify trends pain points and opportunities for improving customer interactions o Prepare clear insightful reports and presentations summarizing findings and recommended actions u Customer Feedback Management o Lead the customer feedback process ensuring that feedback is collected systematically across all channels o Work with product marketing and service teams to ensure customer feedback is addressed o Manage third-party vendors who support customer experience surveys and measurement systems Required Skills Qualifications Bachelor s degree in Business Marketing Data Analytics or a related field Master s preferred 7 years of experience in customer experience data analytics or a related field with at least 3 years in a leadership role Expertise in customer experience measurement frameworks NPS CES etc Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights using Powerpoint Proven track record of leading cross-functional initiatives that drive customer satisfaction and business results Experience with CX tools and platforms e g Qualtrics etc Excellent communication and presentation skills Ability to work in a fast-paced dynamic environment and manage multiple projects simultaneously Preferred Qualifications Master s degree or MBA Experience in customer experience management within a large matrixed organization

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