Hiring for a top Financial Organisation in Customer experience/Customer Journey Base : Mumbai Designation/Grade: VP- Customer Journey Leader Experience required: 14-15 yrs in banking &amp; financial org. Job Responsibilities: - End to end ownership for mapping, implementation and roll out for customer journeys across the Bank - Run design thinking sessions, review current customer journeys in place, re-define the same to design industry leading - Best In Class- journeys - Understand the key interactions in the customer life cycle and drive relevant changes through the use of technology and data driven insights - Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touch points - Coordinate with cross functional teams to ensure effective implementation and roll out of initiatives - Manage core team of representation from technology, business, data analytics, operations which will work jointly to implement the customer journeys - Jointly responsible for business outcomes for the selected Customer Journey and managing KPIs such Turn Around Time, NFTR %, Customer Experience Index etc - Drive the development of a reporting/meetings framework and tracking of the KPIs - Work closely with the Customer Experience Transformation Head and relevant Business Head to deliver end state Customer Journeys with the desired Business outcomes

Mumbai

Lead - Customer Experience - Financial Firm 

Job Description for Lead - Customer Experience - Financial Firm  in Impeccable HR Consulting in  Mumbai for (14-15) years of experience. Apply Now!