Customer Care

Job Title

Customer Care / Customer Experience Executive

Experience Level

3 – 8 years

Location - Mumbai (Face-to-Face interview)

Role Overview

We are looking for a passionate and analytical Customer Care / Customer Experience Executive to join our Customer Experience Team. The ideal candidate will play a critical role in evaluating and improving our customers' journey — by deeply analysing processes, interacting with business touchpoints, and driving meaningful change to enhance service delivery and customer satisfaction. Root Cause Analysis (RCA) is a mandatory part of this role.

Key Responsibilities

• Root Cause Analysis (RCA):
  Conduct thorough root-cause analysis for issues affecting customer satisfaction (e.g. complaints, process delays, recurring problems). Identify patterns and underlying causes rather than surface-level symptoms.
• Call Listening & Interaction Analysis:
  Review and analyse customer calls / service-center interactions to understand common queries, pain-points, recurring issues, and resolution effectiveness. Use insights to recommend improvements in processes or customer handling.
• Customer Journey / Process Walkthroughs — On-Ground & Back-Office:
  Physically (or virtually) visit business centers / operations units / back-office shops / branches to map end-to-end processes (e.g. account opening, loan processing, KYC, service delivery). Understand real flows, bottlenecks, and gaps between "as-is" and ideal processes.
• Mystery-Shop / Experiential Audits:
  Conduct incognito or "common-man" style journeys — interacting as a customer to evaluate ease-of-use, communication clarity, response time, service quality across channels (in-branch, online, phone, etc.). Identify discrepancies between documented procedures and actual customer experience.
• Benchmarking & Best-Practice Studies:
  Compare our processes, services and policies against industry peers / competitor banks / service providers to benchmark standards. Use findings to recommend enhancements or policy/process changes.
• Reporting & Insights:
  Use tools like Excel, PowerPoint (or similar) to consolidate findings, analyse data (frequency of issues, customer pain-points, turnaround times), produce dashboards or presentations, and deliver actionable recommendations to stakeholders.
• Stakeholder Collaboration & Change-Management:
  Collaborate independently with branch heads, operations teams, process-owners and leadership to communicate insights, propose process improvements, and drive changes to improve customer satisfaction and operational efficiency.

Skills & Qualifications

• 3 – 8 years
  experience in customer-care, customer-experience, process-improvement, quality assurance, operations-analysis or related roles (preferably in banking / financial services / service industry).
• Strong
  analytical & problem-solving skills
  — ability to perform RCA, interpret data, identify root causes and propose corrective & preventive actions.
• Good
  communication & interpersonal skills
  — to engage with internal stakeholders, operations teams, branch staff; to conduct interviews, walkthroughs, focus groups or field visits; and to present findings clearly via reports or presentations.
• Experience or familiarity with
  process mapping, customer journey mapping, audit or quality-analysis frameworks, voice-of-customer (VoC) analysis, customer feedback analysis or complaints-management
  .
• Proficient in
  MS Office tools
  — especially Excel (for data analysis, dashboards), PowerPoint (for presentations and insights), and possibly other data-reporting or visualization tools.
• Self-driven, proactive, detail-oriented, with the ability to work independently and manage both operational audits and improvement-driven initiatives