CX Transformation Lead

17 hours ago

Navi Mumbai, Maharashtra, India beBeeTransformation Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Summary

We are seeking an exceptional CX Transformation Lead to join our team. As a key member of the Customer Obsession Squad, you will be responsible for driving innovative customer experiences across various touchpoints.

Key Responsibilities
  • Agile Leadership: Lead daily agile discussions, maintain squad charter, manage tracker/backlog, debottleneck, and troubleshoot issues.
  • Team Coaching: Coach the team on rapid execution mindset.
  • Cross-Functional Collaboration: Facilitate extensive competitive analysis to inform new innovative CX initiative designs, bringing cross-industry best practices.
  • Diagnostics and Insights: Conduct diagnostics of end-to-end customer journeys using qualitative and quantitative analysis.
  • Strategic Partnerships: Partner with Data Scientists to test hypotheses and bring out insights for various Customer Journeys.
  • Communication and Stakeholder Management: Manage dependencies and efficiently communicate plans, issues, and results with senior stakeholders on a proactive and regular basis.
  • Customer Journey Design: Draft new customer journeys to ensure alignment with omni-channel tenets, minimized customer friction, and relevant voices from CX insights surveys are incorporated.
  • Initiative Scale-Up: Monitor and control new initiatives' scale up, ensuring change management initiatives for higher adoption.
  • Collaboration and Partnership: Collaborate with Marketing, Compliance, Operations, Customer Service teams, Digital Banking Business Solution Group, Technology, Product/Sales, and external vendors.
Requirements
  • CX Knowledge: Strong understanding of customer experience principles and practices.
  • Agaile Methodologies: Familiarity with agile methodologies and frameworks.
  • Communication Skills: Excellent communication and interpersonal skills.
  • Project Management: Proven project management skills with ability to prioritize tasks and manage multiple projects simultaneously.
  • Data Analysis: Ability to analyze complex data and draw meaningful insights.
  • Business Acumen: Strong business acumen with ability to understand business needs and priorities.
Benefits

As a CX Transformation Lead, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to training and development opportunities to enhance your skills and knowledge.

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