Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

1 week ago

Bengaluru, Karnataka, India Kotak Mahindra Bank Full time ₹ 40,000 - ₹ 80,000 per year
Description

The team member is responsible for designing, implementing, and managing the metrics, analytics, and feedback systems that track and assess the customer experience across various touchpoints within the bank. This role involves leading teams to analyze data, identify concerns and areas for improving, and collaborate with cross-functional teams to enhance customer experience. To play a critical role in ensuring that measurement is continuous, customer feedback is shared with business teams and able to drive business decisions.

Key Responsibilities:

ü  Customer Experience Strategy and Metrics:

o   Define key performance indicators (KPIs) related to customer satisfaction - Net Promoter Score (NPS), Customer Effort Score (CES), etc.

o   Build and manage dashboards for tracking and reporting CX performance.

ü  Data Analytics and Insights:

o   Oversee the collection and analysis of customer feedback from TNPS and RNPS surveys.

o   Analyse the open ends to identify trends, pain points, and opportunities for improving customer interactions.

o   Prepare clear insightful reports and presentations summarizing findings and recommended actions.

ü  Customer Feedback Management:

o   Lead the customer feedback process, ensuring that feedback is collected systematically across all channels.

o   Work with product, marketing, and service teams to ensure customer feedback is addressed.

o   Manage third-party vendors who support customer experience surveys and measurement systems.

Required Skills & Qualifications:

· Bachelor's degree in Business, Marketing, Data Analytics, or a related field (Master's preferred).

· years of experience in customer experience, data analytics, or a related field, with at least 3 years in a leadership role.

· Expertise in customer experience measurement frameworks (NPS, CES, etc.).

· Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable insights using Powerpoint.

· Proven track record of leading cross-functional initiatives that drive customer satisfaction and business results.

· Experience with CX tools and platforms (e.g., Qualtrics, etc.).

· Excellent communication and presentation skills.

· Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

Preferred Qualifications:

· Master's degree or MBA.

· Experience in customer experience management within a large, matrixed organization.

  • Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

    13 hours ago

    Bengaluru, Karnataka, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DescriptionThe team member is responsible for designing, implementing, and managing the metrics, analytics, and feedback systems that track and assess the customer experience across various touchpoints within the bank. This role involves leading teams to analyze data, identify concerns and areas for improving, and collaborate with cross-functional teams to...

  • RCM Customer Service Representative

    1 week ago

    Bengaluru, Karnataka, India CUSTOMER SERVICE,RCM Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    About Our Client They are a dynamic and rapidly expanding company dedicated to providing innovative technology solutions and services tailored to our clients' needs. Their mission is to collaborate closely with healthcare providers, leveraging automation and intelligence to overcome revenue cycle challenges and enhance reimbursements for patient care....

  • Operations Team Lead

    6 days ago

    Bengaluru, Karnataka, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    MEGA Walk in DriveSTARTEK welcomes experienced professionals for the role of Team LeadYour Next Big Win: Lead Our GrowthHR Name - Alisha A.HR Contact Date of Interview - 12th November th November 2025Interview Location -Startek ITPL, 6th Floor, Explorer Building, Pattandur Agrahara, Whitefield, Bengaluru Interview Time - 12:30 PM -- 05:30 PM5 days working...

  • Customer Experience Team Lead

    2 days ago

    Bengaluru, Karnataka, India Talentiser Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Hiring with a startuphyper-local rapid-delivery retail B2C platform providing doorstep delivery of quality fresh groceries, clean fruits & vegetables.Shift– Rotational Shifts & Rotational weekly offRole type– 6 Days workingRole Overview:We are looking for a Customer Experience Team Lead with 10+ years of overall experience in customer service and a...

  • Customer Experience

    2 weeks ago

    Bengaluru, Karnataka, India Navi Technologies Full time ₹ 40,00,000 - ₹ 80,00,000 per year

    About the RoleAs a VKYC Executive, you will be the first point of contact in the customer verification process. Your role is to conduct secure and seamless video-based KYC (Know Your Customer) calls, ensuring all required customer details are accurately verified as per the standard operating procedures (SOP). This role demands strong communication skills,...

  • Customer Experience Lead

    2 weeks ago

    Bengaluru, Karnataka, India Blown Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Customer Experience LeadBlown is a niche offering dedicated to hairstyling, haircuts, hair blow-dry services, hair color, hair spas, facials, mani-pedis, nail art, and more. Our team of experts is equipped to get you ready to go in a wink. Our membership packages are the sweetest treat for yourself or someone special. Check-in, blowout: everything we do...

  • Head of Customer Experience

    2 weeks ago

    Bengaluru, Karnataka, India Supertails Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job Title: Head of Customer Experience/SupportLocation: Bangalore, IndiaReports to: FounderDepartment: Customer Experience/SupportJob Summary:Supertails is seeking a highly strategic and customer-centric leader to head our CustomerExperience/Support team. The ideal candidate will drive initiatives that enhance customersatisfaction, improve support...

  • Customer Experience Manager

    2 weeks ago

    Bengaluru, Karnataka, India ZARA Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Being a CEM, the roles and responsibilities are:To understand, anticipate and satisfy the needs of customer, to have an active presence at the point of sale, and to be responsible for the correct handling of complaints and returns.Improve customer service experience, create engaged customers and facilitate organic growth.Take ownership of customer issues and...

  • Customer Experience Manager

    16 hours ago

    Bengaluru, Karnataka, India ZARA Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Being a CEM, the roles and responsibilities are:To understand, anticipate and satisfy the needs of customer, to have an active presence at the point of sale, and to be responsible for the correct handling of complaints and returns.Improve customer service experience, create engaged customers and facilitate organic growth.Take ownership of customer issues and...

  • Head of Customer Service/Experience

    2 weeks ago

    Bengaluru, Karnataka, India BrightCHAMPS Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Role OverviewThe Head of Customer Service/Experience at BrightCHAMPS will lead and scale global support operations from our Bangalore office. The role requires balancing refunds/disputes management, customer experience strategy, operational excellence, and hands-on leadership.The ideal candidate is a proactive problem-solver with deep expertise in payment...