Customer Experience Transformation Role - BFSI

Customer Experience Transformation Role-BFSI

- The Transformation-CXT department aims to drive high impact projects delivering process transformation and quality improvement across business functions.

- The team supports and augments the customer experience platform across the bank (Retail, corporate banking, ATM, Phone banking and Digital banking) by carrying out service quality review for all products and processes , driving improvement across all service processes (both from design as well as processing perspective) and handling escalations in all three lines of business (Retail / loans / Credit cards)

Key Responsibilities:

- The incumbent is expected to do a critical deep-dive into customer journeys and discover friction points between customer expectations and as-is processes.

- Orchestrate brainstorming sessions / design thinking workshops, ideation, designing and implementing digital solutions

- Documentation of business requirements, approval notes and getting approvals from relevant forums

- Effective stakeholder management and communication from business and project alignment perspective

- Planning and owning end-to-end project management ensuring timeline and KPI adherence

- Collaborate with the IT, product, operations and BIU teams for delivering measurable improvements

- Ensure a thorough quality check to launch an impeccable solution in the marketplace (UAT and CUG)

- Join-forces with business to drive adoption that will bring in transformation

- Designing and implementing robust governance and sustenance framework

- Develop and deploy 360-degree feedback mechanism to bring in continual improvements

- Excel in analytics, presentation, and delivery skills

Role Proficiencies: Hands-on experience working on large projects across different life cycle; BRD, Test Cases preparation, UI/UX, UAT, Live Issues and Project management