Consultant at Michael Page
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AVP - Customer Experience - Bank (10-15 yrs)
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
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