Head - Customer Experience  Industry : Financial Services  Skills : Customer experience, customer delight, awareness  Job Type : Permanent   Description :   - A chance to work with a premium player that offers great growth prospects and a competitive pay.  - Lead and manage the customer experience piece through all channels of the company  Client Details :  - Our client is a premium diversified financial services holding company. Well established, they are now turning their attention to building & enhancing further their customer imagery and experience with the intention of deepening their footprint. They are poised to grow rapidly and need a strong Head-Customer experience to fuel and sustain the growth in India  Job Description :  Reporting to the Chief Quality Officer, the incumbent will be responsible for :  - This role is to drive a customer centric culture and customer friendly processes in the company through effective implementation of various initiatives through technology and process which can help organization improvise on business performance through customer and distributor delight.   - The position has to work with Business Heads i.e. CEO, Customer Service Head and Quality Head and bring standardization in managing our customer service through various touch points i.e. Call Center, CRM's, Distributors, Front Line Sales, Branches etc. Core focus is to drive Customer Centricity Culture and implement Best practices that the Industry can offer to its customers.  - Formulate Strategy for Customer & Distributor Delight and best- in-class processes  - Promote customer centric culture in each Line of Business  - Design and deploy  - Customer engagement programs  - Mystery shopping initiative  - Process to capture the Voice of customer through various channels  - Measure and improve - Customer and Distributor Satisfaction index  - Benchmark customer facing processes and satisfaction levels of all Line of Businesses with competition and achieve best-in-class  - Work towards enhancing customer loyalty towards the organization  - Support in building strong relationship with Partners through various initiatives that can drive upward C-SAT Index  - Roll out effective customer segmentation and plan to target each segment with unique strategy of engagement  - Review and continuously enhance the customer communication across channels like - call centre, emails, SMS, letters etc  - Support leaders in their role as cultural leaders in the transformation journey  - Promote cross-functional & cross business transfer of best practices  - Facilitate Knowledge Management initiatives like Best Practice sharing & replication  Profile :  - 10 to 15 Years of experience in service sector of which last 5 years of experience in handling similar profile.  - Good communication skills; commercial personality & negotiation skills  - Experience in Customer Service from an Airline or hospitality  - Technical competency in Customer Engagement & change management  - Strong project management skills and ability to manage multiple stakeholders  - Strong knowledge in Data Analysis, Measurement, Analysis and Improvement of customer satisfaction scores  - Masters degree preferably in Management/Hospitality  Job Offer :  - An excellent opportunity to work with a premium diversified financial services holding company that offers great growth prospects and competitive pay  Contact - Prianca Bhansali  The Apply Button will redirect you to website. Please apply there as well.

Mumbai

Head - Customer Experience - BFSI 

Head - Customer Experience - BFSI  ,Job Description for Head - Customer Experience - BFSI  in Michael Page in  Mumbai for (10-16) years of experience. Apply Now!

Job Description for Head - Customer Experience - BFSI  in Michael Page in  Mumbai for (10-16) years of experience. Apply Now!