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02/06 Syed Matiur
Talent Management - Recruiter at Axis Bank

Views:633 Applications:146 Rec. Actions:Recruiter Actions:57

Axis Bank - Senior Manager - Operations Analytics (4-7 yrs)

Mumbai Job Code: 1105114

Senior Manager - Ops Analytics

Role/Domain : Ops Analytics

Location : Mumbai (Hybrid)

Designation : SM

Overview of Customer Experience Analytics :

- At Axis bank our aspiration is to become India's most customer centric bank. We are on a mission to delight customers and fulfil their dreams through smart banking everyday.

- Customer experience analytics team works with cross functional stakeholders (Ops team, Customer obsession team, Transformation team) to drive strategic service initiatives across the bank.

- The key imperatives is to reduce friction from customer journeys, implement initiatives to reduce complaints/escalations, optimize cost to serve leading to enhanced Customer experience.

Key roles & responsibilities :

- Drive analytics to create best in class experience across customer journeys (acquisition/servicing)

- Leverage analytics to decode journeys on digital platform to reduce customer effort

- Generate insights on interaction pattern across customer segments to drive differential service strategies

- Drive predictive analytics to improve interaction experience with the bank by ensuring first time right

- Lead initiatives and projects to build data infrastructure for driving analytics

- Drive insights by meshing customer feedback with internal metrics

- Use sentiment analysis on video /speech /text to elevate the service experience

- Stay on top of industry trends through external data sources its impact on Axis bank & competition

Skills & Experience :

- 4 to 5 years of experience working on analytics project in an agile manner

- Candidate with techno-functional exposure would be a preference

- Must have hands-on experience in SAS, SQL and/or Python

- Ability to work with ambiguous problems to extract data-backed insights and know how to put a story narrative for the stakeholders.

- Excellent communication, presentation skills & ability to work with cross-functional stakeholders

- Ability to influence senior leadership on strategic recommendations

Women-friendly workplace:

Maternity and Paternity Benefits

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