Customer Experience Strategist
4 weeks ago
About Customer Obsession:
Axis Bank is committed to delivering exceptional customer experiences. To achieve this goal, we are seeking a highly skilled professional to lead our Sparsh initiatives. The successful candidate will be responsible for driving cultural and behavioral changes across the organization, ensuring a customer-centric approach in all aspects of our business.
About the Role:
The Sparsh Cultural Lead will be responsible for identifying cultural requirements, optimizing customer journeys, and simplifying customer communications. This role will also involve leading and co-creating Sparsh content and customized solutions, as well as measuring improvement. The ideal candidate will have a strong understanding of customer-centric digital marketing and content creation, with excellent communication and diplomacy skills.
Key Responsibilities:
- Lead an agile cross-functional squad in conceptualizing and executing Sparsh initiatives
- Drive the Sparsh agenda throughout the organization, bringing in a culture that rewards exceptional customer service
- Create a content strategy framework to help build better brand experiences
- Owning and simplifying customer communications to create intuitive and contextual communications across the franchise
- 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 and bring cross-industry best practices
- Promoting an inclusive culture and driving Sparsh initiatives that can be sustained, expanded, and create distinctiveness and excellence
- Creating a customer-centric environment and driving the service culture
- Managing dependencies and efficiently communicating plans, issues, and results with senior stakeholders on a proactive and regular basis
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 all decisions
- Strong campaign management skills with functional understanding of customer-centric digital marketing and content creation
- Strong cross-functional influencing skills. Drive projects with cross-functional teams.
- Strong analytical skills and ability to diagnose processes and systems and should have the ability to deploy best practices in the industry
- Strong decision-making skills and ability to manage complex business requirements
- Prefer working in a collaborative, cross-team capacity. This role requires you to work across functions and departments to bring the product/campaign/customer journey to life.
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