Head - Customer Experience - Bank

Seeking "Head- Customer Experience" for a MNC Bank based in "Mumbai ".

Job Purpose

- To develop, drive and implement customer experience strategy, experience/journey design initiatives and achieve business deliverables for the Banking propositions, both offline and digital

- To drive a high standard of customer service, problem resolution, complaint resolution within all functions of the Bank. Create a best-in-class banking experience for customers

Job Duties & responsibilities :

- Lead and successfully deliver end to end customer journey projects. Scope of projects will include all/some of the following:

- Drive HCD -led Innovation programs/ projects for the business and ensure continued focus on modelling.

- Recruit and manage customer base for in-depth customer research; conduct customer or internal research/immersion sessions.

- Consolidate and analyse customer and business data (including research output) to derive transformative/improvement experience opportunities.

- Facilitate and manage stakeholders- discussions, design workshops to drive for experience/journey transformations/improvements.

- Ideate, prototype and develop customer experience/journey concepts/solutions with cross discipline teams

- Project manage consumer research agencies empanelled to support large scale customer journey and research work

- Manage all aspects of complaint management in the consumer banking group and directly investigate and resolve complaints received at the Nodal Officer and senior management desks

- Review, manage and improve all aspects of customer communication in consumer banking group including emails and letter formats used for customer communication

- Manage all aspects of CSS measurement, tracking and improvement

Interested and relevant candidates, may pls share their CVs