Domnic Lewis International | VP
2 weeks ago
Domnic Lewis has been mandated to hire a VP - Customer Experience at financial services for Mumbai location
Years of Experience - 10-20 years
Location - Worli, Mumbai
Industry - Candidate needs to be from the Financial Services industry
Responsibilities
1. Strategic Leadership:
- Develop and execute a comprehensive customer experience strategy aligned with the company's vision and objectives.
- Drive a customer-centric culture across all departments, fostering a deep understanding of customer needs and preferences.
2. Customer Journey Optimization:
- Analyse customer touchpoints and identify opportunities to streamline processes, remove friction points, and enhance overall satisfaction.
- Collaborate with cross-functional teams to implement improvements and innovations that enrich the end-to-end customer experience.
3. Data-Driven Insights:
- Utilize data analytics and customer feedback to gain actionable insights into customer behaviour, preferences, and pain points.
- Implement metrics and KPIs to measure the effectiveness of customer experience initiatives and drive continuous improvement.
4. Technology and Innovation:
- Stay abreast of emerging technologies and trends in customer experience to identify opportunities for innovation and differentiation.
- Champion the adoption of digital solutions and tools that enhance convenience, accessibility, and personalization for customers.
5. Compliance and Risk Management:
- Ensure that all customer experience initiatives comply with regulatory requirements and industry standards.
Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred.
- Proven track record of leadership in customer experience or related roles within the financial services industry.
- Strong strategic mindset with the ability to translate customer insights into actionable plans and initiatives.
- Excellent communication and interpersonal skills, with the ability to influence and inspire stakeholders at all levels.
- Analytical mindset with proficiency in data analysis and interpretation.
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