Customer Obsession- Squad member For a Leading Bank

1 week ago


Mumbai, Maharashtra, India Skill Ventory Full time
Roles and Responsibilities Key Responsibilities Lead an agile cross-functional squad in conceptualizing and executing CX initiatives from a cultural, behavioral and mind-set shift perspective Run daily agile discussions, maintain squad charter, manage tracker/backlog, debottleneck and troubleshoot issues Coach the team on rapid execution mindset Facilitate extensive competitive analysis to inform new innovative CX initiative designs, bring cross industry best practices Conduct diagnostics of end to end customer journeys using qualitative and quantitative analysis. Partner with Data Scientists to test hypothesis and bring out insights for various Customer Journeys Manage dependencies and efficiently communicate plans, issues and results with senior stakeholders on a proactive and regular basis Draft new customer journeys to ensure alignment with omni channel tenets, minimized customer friction (zero paper, no repeat paper and no repeat scrutiny), relevant voices from CX insights surveys are incorporated Work along with Business Solution Group to ensure detailed test scenarios from customer journey perspective are built and tested before roll-out Monitor and control new initiatives scale up. Ensure change management initiatives for higher adoption. Collaborate with a range of partners: Marketing, Compliance, Operations, Customer Service teams, Digital Banking Business Solution Group, Technology, Product/Sales and external vendors Location: Mumbai

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