Visionary Customer Experience Leader

2 weeks ago

Mumbai, Maharashtra, India beBeeStrategist Full time ₹ 1,80,00,000 - ₹ 2,40,00,000

Role Overview:

Customer Experience Strategist

This role is responsible for leading an agile cross-functional squad in conceptualizing and executing customer experience initiatives.

Key Responsibilities:
  • Lead Daily Agile Discussions: Maintain squad charter, manage tracker/backlog, debottleneck, and troubleshoot issues.
  • Coach Rapid Execution Mindset: Enhance team performance by promoting a rapid execution culture.
  • Facilitate Competitive Analysis: Conduct extensive analysis to inform new innovative CX initiative designs.
  • Diagnostics and Insights: Conduct end-to-end customer journey diagnostics using qualitative and quantitative analysis.
  • Partner with Data Scientists: Collaborate on hypothesis testing and insights generation for various customer journeys.
  • Stakeholder Communication: Effectively communicate plans, issues, and results with senior stakeholders.
  • Customer Journey Development: Draft new customer journeys to ensure alignment with omnichannel tenets and minimize customer friction.
  • Change Management: Monitor and control new initiatives scale up, ensuring change management initiatives for higher adoption.
  • Collaboration: Work with marketing, compliance, operations, customer service teams, digital banking business solution group, technology, product/sales, and external vendors.

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