Customer Experience Role - Internet/Online (1-10 yrs)
- Understanding customer needs and requirements to develop effective quality control processes
- Devising and reviewing specifications for products or processes
- Identifying ideal customer profiles and identifing the gaps in customer experience across all touchpoints, for all kinds of customer interactions.
- Setting requirements for achieving standards of excellence in behaviour and code of conduct and monitoring their compliance
- Ensuring the CX strategies are aligned to the business goals and outcomes
- Plan, direct or coordinate quality assurance programs and formulate quality control policies improving the bank's efficiency and profitability by leveraging cost reductions