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11/03 Yash Surana
Consultant at Michael Page

Views:1775 Applications:436 Rec. Actions:Recruiter Actions:83

AVP - Customer Experience - Bank (10-15 yrs)

Mumbai Job Code: 901434

About our Client

Our client is one of the leading banks in India.

Job Description

- Responsible for measuring and analyzing customer experience and further understand the customer insights to enhance the customer experience

- Responsible for setting customer channels and go to market strategies and further aligning these strategies to enable desired commercial shape and customer experience

- Devise strategies for reduced Contact to Unit ratio, improved effective utilization of resources, and reduced operating costs

- Analyze and redesign the processes/systems to enhance the customer support quality

- Work closely with the product & technology team to resolve customer issues

- Design strategies to improve NPS and CSAT and first call resolution metrics

- Responsible for benchmarking the broking services across the country and adopt best practices

- Develop and execute a strategic business plan for new customer acquisition and retention of existing customers in alignment with company strategy

The Successful candidate should:

- Be a Post Graduate/MBA from reputed Institute

- Have 10-15 years of relevant work experience in customer experience in the Banking and financial services/Consumer-tech/Fintech/E-commerce/Internet space domain

- Have experience in business transformation and process improvement projects

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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