DMI Finance - Senior Manager/Assistant Vice President - Customer Experience

Description:

JOB PURPOSE:

The job purpose of a Senior Manager of Customer Experience (CX) is to strategically design, implement, and oversee a superior, seamless customer journey across all touchpoints to boost satisfaction, loyalty, and retention, by analyzing feedback, leading CX teams, collaborating cross-functionally, and driving continuous improvement in processes and service delivery, ensuring a strong, customer-centric culture.

PRINCIPAL ACCOUNTABILITIES:

BAU Execution:

Key Accountability Areas:

Strategy & Vision:

- Develop and implement comprehensive CX strategies aligned with business goals.

- Define CX standards, procedures, and objectives for the organization.

Data & Analytics:

- Analyze customer feedback (surveys, reviews) and behavioral data to identify trends and pain points.

- Monitor and report on key CX metrics (NPS, CSAT, churn) to senior leadership.

Team Leadership & Development:

- Lead, mentor, and coach customer service/experience teams for professional growth and high performance.

- Foster a customer-centric culture and empower agents to make decisions.

Cross-Functional Collaboration:

- Partner with Marketing, Sales, Product, and Operations to ensure consistent, end-to-end customer journeys.

- Drive customer-centric initiatives across departments.

Process & Technology Improvement:

- Identify opportunities for process automation (e.g., AI tools) to enhance efficiency.

- Oversee the implementation of new CX technologies and capabilities.

Operational Excellence:

- Manage day-to-day operations, ensuring excellent service delivery.

- Handle escalated, complex customer issues.

Strategic Partnerships:

- Manage relationships with external partners (agencies, technology vendors) to enhance experience.

SKILLS AND KNOWLEDGE:

Educational Qualifications:

Qualifications:

- Minimum Qualification required: Graduate/ PG

- Should have experience in complaint management

- Co-ordination with cross functions

- Must be familiar with contact center environment and KPIs.

- Good knowledge of excel and other data management tools.

- Experience of handling regulatory bodies will be an added advantage

Work Experience:

- Minimum 7 - 10 years of experience

- Experience of Banking & Lending operations/servicing will be an added advantage.

- Should have updated knowledge of lending process and solutions available for digital lending platforms