Customer Experience Manager - BFSI

- The curate customer experience at each customer touchpoint across products and channels starting from lead to exit of the customer.

- Keep track of customer journeys and Liaise with internal teams such as marketing, sales, product, digital, technology etc. to ensure that gaps in the customer experience irrespective of where they occur in the journey are plugged

- Manage end to end customer communication - content, design, delivery for all physical and digital customer communication

- Lead and own the Voice of Customer (NPS) Program for the organization.

- Measure, track and analyze customer feedback and drive, implement improvements based on the insights gathered - help measure how the brand is performing on CX performance parameters

- Manage Lead nurturing and marketing automation platforms and deliver results on conversion and identify cross-sell opportunities.

- Drive proactive service initiatives for the organization using new age self-service methods like WhatsApp.