Customer Experience Strategist
6 days ago
Job Overview:
- Strategically lead the customer experience journey to ensure seamless onboarding, timely communication, and proactive follow-ups with clients.
- Act as the primary point of contact for customer inquiries, feedback, and escalations, collaborating with internal teams to resolve issues efficiently.
- Monitor and manage client journeys using specialized tools, documenting all updates to identify areas for improvement and suggest enhancements.
- Build trust and relationships to increase customer satisfaction and loyalty by sharing insights from customer interactions to inform process optimization.
Key Qualifications & Skills:
- Proven experience in NBFC or P2P industry with excellent interpersonal and communication skills—both written and verbal.
- Demonstrate a results-driven mindset and proactive approach to customer challenges, with ability to multitask and manage time effectively in a fast-paced environment.
- Prior experience in fintech, banking, or service-based industries with exposure to customer journey mapping or process improvement is highly valued.
Deliverables:
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Collaborate with internal teams to resolve customer issues efficiently.
- Continuously monitor and improve the customer journey using data analysis and customer feedback.
Working Conditions:
- Fast-paced environment with multiple priorities.
- Strong communication and interpersonal skills required.
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