Customer Experience Strategist
4 weeks ago
About Customer Obsession:
Axis Bank is committed to delivering exceptional customer experiences. The Sparsh team plays a vital role in driving this mission forward by designing and embedding customer obsession behaviors across the organization.
About the Role:
The Sparsh Cultural Lead is a strategic professional responsible for leading an agile cross-functional squad in conceptualizing and executing Sparsh initiatives from a cultural and behavioral perspective. This includes driving the Sparsh agenda throughout the organization, creating a content strategy framework, and launching Sparsh projects and customer communications.
Key Responsibilities:
- Leading an agile cross-functional squad in conceptualizing and executing Sparsh initiatives
- Driving the Sparsh agenda throughout the organization
- Creating a content strategy framework to build better brand experiences
- Owning and simplifying customer communications to create intuitive and contextual communications
- Launching Sparsh projects, customer communications, and campaigns across Consumer Bank verticals
- Coaching the team on rapid execution mindset and ensuring adoption of evolving Sparsh cultural priorities and trainings
- Facilitating cultural competitive analysis to inform new innovative CX initiative designs
- Promoting an inclusive culture and driving Sparsh initiatives that can be sustained and expanded
- Creating a customer-centric environment and driving the service culture
- Managing dependencies and efficiently communicating plans, issues, and results with senior stakeholders
Qualifications:
- MBA with 12-15 years of relevant prior experience
Role Proficiencies:
- Excellent communicator and creative thinker with an ability to use data to inform decisions
- Strong campaign management skills with functional understanding of customer-centric digital marketing and content creation
- Strong cross-functional influencing skills with ability to drive projects with cross-functional teams
- Strong analytical skills and ability to diagnose processes and systems and deploy best practices in the industry
- Strong decision-making skills and ability to manage complex business requirements
Skills:
Refer to the Job Description
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