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24/05 Vipin Kak
Manager at Axis Bank

Views:883 Applications:380 Rec. Actions:Recruiter Actions:2

Axis Bank - Manager - Customer Experience - Process Quality Vertical (6-9 yrs)

Mumbai Job Code: 824198

About Department :

The Process Quality department aims to drive high impact projects delivering process transformation and quality improvement across business functions. The team supports and augments the customer experience platform across the bank (Retail, corporate banking, ATM, Phone banking and Digital banking) by carrying out service quality review for all products and processes, driving improvement across all service processes (both from design as well as processing perspective) and handling escalations in all three lines of business (Retail / loans / Credit cards).

About the Role :

As part of the mandate, customer experience team runs continuous Cx measurement program (Voice of Customer program) to gauge the experience delivered to the customer. The Cx mandate is also to identify the areas which needs improvement and deliver that as a project along with Business & transformation teams

Key Responsibilities: 

- Work closely with the Cx lead to conduct analysis for the monthly de-brief sessions with Business teams to bring Voice of customer perspective

- Conduct Root cause analysis on the customer feedback to understand the core issue leading to bad experience

- Work closely with IT and BIU team to understand the underlying data structure and create/refine data streams/logics

- Drive intelligence from Internal data and layer with primary customer feedback to build deeper understanding

- Close co-ordination /collaboration with business, IT teams to ensure timely closure of projects

- Conduct quick hypothesis testing/feedback surveys with internal & external customers

- Conduct mystery shopping /benchmarking exercise to understand best practice and delivery of experience at last mile

- Liaise with agency partners to float new RFP, ensure quality check on the field work

- Work with external technology partners to facilitate implementation of the CX platform, conduct POC's for new solution

- Responsible for writing and getting sign-offs on BRD, CMC notes .

- Liaise with stakeholders across CO and regional teams to understand their view point to sharply define the project charters

- Create plan for every project and track milestones for closure

Qualifications :

Optimal qualification for success on the job is:

- A Post-Graduation from a recognized institute

- 6-7 years of relevant work experience in banking/ service industry

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

- Experience of working at Market research agencies /Client side in Insights role

- Excellent communication, Project management & collaboration skills is a must have

- Should be proficient with PowerPoint and excel

- Should be a self-starter

Women-friendly workplace:

Maternity and Paternity Benefits

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