Recruiter at Huntsmen & Barons
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National Head - Customer Experience - Financial Services (10-20 yrs)
Duties and Responsibilities :
- Create an institutional process for delivering Best In Class Customer experience / delight across all customer touch points for all lines of business
- Enhance and take to the next level the existing - Self-service model- of the company
- Implement - other-Industry- Customer experience frameworks, which will create first-of-its-kind in Financial services
- Derive insights on - WHAT & WHY- needs of the customer by analysing service data and work closely with Analytics teams to define - HOW- delight has to be delivered
- Play a critical role in the two customer benchmarks of the company - CSAT score and Customer Loyalty Index
- Undertake responsibility to drive one of the key competencies of the company - Customer Focus
- Build the bridge between a Business role and Service, by providing insights to Business / Function leaders, on the critical role their teams can play in enabling experience - Service Culture
Required Qualifications and Experience :
- Should have 10+ years of experience in managing Customer Experience and Service
- Prior experience in creating, launching and managing at least 1 Customer delight framework
- Prior experience in handling service processes and understanding customer needs
- Basic understanding of financial services products / processes will be an advantage
- Should be passionate about Customer Experience
- Should be a post graduate preferably
- Should have collaborative work style to engage with peers & colleagues across the company.
- Should have excellent communication skills along with strong presentation and data analytics skills.
- Self motivated and a self-starter.
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