Customer Experience Transformation

4 days ago

Mumbai, Maharashtra, India Skill Ventory Full time
Roles and Responsibilities Customer Experience Transformation (CXT)-Vertical with leading Bank Customer Experience FunctionCustomer experience function operates with a vision to deliver seamless banking experience to customers. This function is responsible for understanding consumer needs, expectations and working with cross functional teams to deliver a delightful customer experience.
Job Summary: Customer experience professionals with 7-8 years of relevant experience. Build a robust consumer understanding by analyzing context & mental model at every life-stage Create and own the measurement framework for tracking customer experience To be successful in this role candidate has to be agile, collaborative, with strong communication skills, empathetic towards consumer needs & and a self-starter. Candidate with good exposure of quantitative and qualitative research techniques and high proficiency in Microsoft excel and power-point Key Responsibilities: Gauge customer experience for bank wide touch points & customer journeys (includes both online & offline) Drive the monthly KPI on CX index, own the project charter to track and monitor the implementation of initiatives across all journey stages to ensure delivery of CX scores Ensure the insights from CX report focuses on what , why and more importantly what next for delivering best in class experience Drive ongoing consumer immersion program to unearth deeper insights which explains the root cause for the scores and hence plausible interventions to be undertaken Work with IT , Analytics division to overlay internal customer transaction data with primary research data to conduct deeper analysis and deliver a holistic picture Drive regular reviews with stakeholders to track gaps vis--vis expectations to course correct Collaboration with cross functional teams on ongoing and new business imperatives to ensure processes/policies are designed with consumers at the core. Ensure all customer communication is designed keeping in mind fairness , transparency ,simplicity and customer anxiety management LOCATION: Mumbai

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