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Lead - Customer Experience
2 weeks ago
Job Responsibilities:
- To design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction, retention
- Analyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification.
- Set up feedback mechanisms and convert insights into actionable improvements in products, processes, and policies.
- Work with product, UX, and tech teams to simplify app/website navigation.
- Ensure smooth onboarding (fast KYC, instant activation).
- Partner with call center/chatbot/email teams to ensure first-time resolution.
- Build an omnichannel support experience (chat, WhatsApp, voice, in-app).
- Develop escalation management and proactive communication strategies.
- Track customer journeys, churn patterns, and product adoption.
- Use analytics to predict and prevent drop-offs.
- Constant Innovation & Benchmarking: Continuous study of best practices from fintechs, banks, and domestic and global brokers. Present in CDC for action and improvements
Required Skills & Experience:
- 16 to 23 years of relevant experience
- Domain knowledge: Online broking, trading platforms, fintech.
- CX skills: Journey mapping, design thinking, service recovery.
- Tech orientation: Familiarity with app analytics, CRM, chatbots, AI-driven CX tools.
