First Principles Labs - Customer Experience Strategy Role

Customer Experience Strategy

- The role is with a Fintech Credit Card company based in Pune within the Decision Science team. Candidate would work in Customer Experience and product domains carrying out various requirements in product development, ticket analytics, insights related work.

- Person would be responsible to drive CX metrics like FCR, FRT and CSAT. This would include interventions on the App, Chat BOT, Voice BOT and Call channels.

- They will be an adept communicator with good interpersonal skills to work with senior stake holders in India to grow revenue primarily through identifying / delivering / creating new, profitable product.

We are looking for someone who :

- Proven track record in BIU products preferably in Indian BFSI industry or Fintech

- Identify & deliver appropriate product solutions

- Must have experience on working payment related journeys or automation

- Must have experience on working on payment related App or UI solution

Essential Duties and Responsibilities :

1. Journey Digitisation (BOT / Calendar )

2. App Changes

3. Bot redevelopment

4. Tracking success metrics

5. Cost optimization

6. Voice BOT and IVR

7. Inbound Optimisation

Experience :

- 7 to 10 years of work experience related fields.

- Experience in product management or development is must.