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18/06 Beena Thomas
Recruiter - Consultant at Questa Global

Views:371 Applications:87 Rec. Actions:Recruiter Actions:47

AVP/DVP - Customer Experience - Banking Process (5-10 yrs)

Chennai Job Code: 1112669

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

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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