AVP/DVP - Customer Experience - Banking Process

Requirements :

- CX professional from Banking is preferred

- Should have good presentation skills.

- Should be adept in data analysis / customer journey mapping / digitizing processes

- Strong experience in customer experience enhancing technologies / solutions

- Experience in project management

- Good inter-personal skills

Job Description:

Measurement - VOC:

- Should administer / manage the VOC program and ensure C-sat / NPS response rate and scores improvement

- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered

- Work on customer journey mapping and gap identification

- 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 / senior management on a monthly / quarterly basis and customer-facing teams to identify gaps and opportunities

- Raising red flags wherever the business process - needs correction to ensure the customer has a seamless experience with the company

- Take on projects which enhances customer experience

CX Projects:

- Will be the SPOC for all technology implementations by the Customer Experience team

- Be a subject matter expert in customer experience technologies and solutioning

- Work on company's goal of creating a seamless end-to-end customer experience

- Partner with the Customer experience Managers, translate customer feedback into tech enablement's / improvements and future state systems

- Leverage data analytics of the Bank to drive specific customer engagements and generate insights into the bank's customer behaviour.

- Act as a liaison between teams and platform capabilities to enhance the customer experience

- Coordinate with cross-functional teams in the development of future state requirements through implementation

- Effectively communicates concerns or changes to appropriate stakeholders across multiple departments and management levels within the organization

- Analyze project data for accuracy and errors to ensure prompt resolution of discrepancies

- Train internal teams on system usage and best practice root cause analyses follow up