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

Views:690 Applications:149 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

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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