HR at Axis Securities Limited
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Axis Securities - CX Excellence Role - Customer Experience (2-6 yrs)
Manager: CX Excellence: Customer Experience
Job description :
Roles and Responsibilities :
- Develop and manage journey maps to frame customer experiences and engage customers to identify gaps and recommend opportunities for increasing customer satisfaction across multiple touchpoints
- Manage the Customer Engagement Map for end-to-end customer experience
- Leverage data and market insights for decision making including content optimization and new concept development
- Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning.
- Understands CX methods and tools (e.g. personas, journey mapping, design thinking).
- Prioritize the most critical gaps in providing an enjoyable customer experience; . Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments.
- Leverage a strong understanding of consumer trends, technology trends, competitive experiences, and best-in-class experiences to help shape the outcomes of future Customer Engagement Maps.
- Partner to identify opportunities to repair, enhance, and innovate customer experiences.
- Analyze the voice of the customer and provide insights on all aspects of customer interactions to identify customer pain- points, challenges, and hurdles; advise on approaches to eliminate and positively enhance customer interactions.
- Create and utilize customer-centric tools such as journey maps and personas to inform decision-making.
- Develop Chatbots, Voice bots & conversation AI projects
- Collaborate with cross-functional teams to define, design, and ship new Chatbots
- Analyse customer needs and design, document, test, and develop software as required to satisfy the functional and non-requirements
Desired Candidate Profile
- Strong customer-centric mindset and demonstrated ability to put the customer first.
- Excellent verbal and written communication skills with strong graphic design ability.
- Creative problem-solving skills, and a growth mindset approach
- A demonstrated track record of business impact through content
- Well-versed in digital marketing best practices, including journey mapping.
- Understanding of content disciplines, including SEO, content strategy, and execution.
- Strong analytical skills
- Ability to develop original content
- Extremely organized and detail-oriented.
- Strong project management skills
- Bachelor's/Master's degree in Communications, Marketing or related area required.
- 2 years of experience utilizing Microsoft Office Products
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