AU Small Finance Bank - Head - Customer Experience

Job Purpose :

- The role of a Customer Experience (CX) Head is to ensure that the firm follows a customer-centric approach and delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey.

- He/She would be responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, onboarding, marketing, and so on, to fine-tune the customer's experience

Job Responsibilities:

- Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements - from customer onboarding to customer support.

- Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged.

- Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience.

- Raising red flags wherever the business process - billing, installation, or anything pre or post-customer onboarding - needs correction to ensure the customer has a seamless experience with the company.

- Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.

- Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.

- Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app

- Tracking customer experiences across online and offline channels, devices, and touchpoints.

- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.

- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.

- Identifying customer needs and taking proactive steps to maintain positive experiences.

- Ensuring response to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.

- Performing product tests, evaluating after-sales and support services, and facilitating improvements.

- Documenting processes and logging technical issues, as well as customer compliments and complaints

- Vast experience (more than 20 years) in managing inbound-outbound call center.

- Should have banking product knowledge, structure, and offerings.

- Keeping informed of industry trends and new CRM technologies.

Attitude/Behavior:

- Empathetic and open to feedback.

- Bias for Action and Urgency, Hard Work and Detail Orientation.

- Integrity, Simplicity and Humility, Nurture Talent.

- Responsibly Entrepreneurial.

Skills & Education:

- A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

- At least 20+ years' experience as a customer experience specialist, or a similar customer support leader role.

- Extensive experience in gathering and interpreting customer experience information.

- Solid knowledge of online customer engagement platforms and channels.

- Proficiency in MS Office, as well as CX and CRM software.

- Exceptional interpersonal skills and a client-centered approach.

- Great organizational and time management abilities.

- Superb communication, collaboration, and problem-solving skills.