Head - Customer Experience - BFS

- The Head of Customer Experience represents the customer's voice internally, creating a bridge between the company and its customers. This role will oversee and own the Customer Experience Team that is responsible for the overall delivery of customer service in the Bank. 

- She/he will create the roadmap of service for the organization by aligning customer segments- expectations and goals. She/he will also manage specific channels of service delivery such as ATMs and Phone Banking (service, lead and revenue generation.) The role is further responsible for design and implementation of service solutions across various channels of delivery and grievance redressal processes/policies facilitated by people and technology.

3. PRIMARY RESPONSIBILITIES: 

Business:

- Design, develop and deploy the company's customer experience strategy, with clear characterization of customer segments expectations (current and future), detailing touchpoints under the umbrella of regulatory guidelines.

- Identify systematic strategies to collect (listen to) customer experience data, moving beyond traditional methods For example: ATM Interaction Data, Digital interaction data, third-party data sets that cover customer attitudes, purchase behaviours and preferences, and digital behaviours

- Analyze customer data/preferences in order to guide any activity in the bank that impacts customer experience For example: Products/ Process Design, Fintech Partnerships.

- Work with each function/discipline across the organization to reframe the charter, roles and rituals for customer-centricity, i.e. why customers care and how it can make a difference for customers and/or customer touch-points.

- Design and assume responsibility for multiple aspects of the future Customer Support Delivery model/maturity roadmap

- Monitor customer complaints and use predictive analysis to anticipate complaints while creating a culture of first instance resolution and problem solving.

- Working across the business engaging teams to scope and define Phone Banking(Contact Centre) activity, prioritising demands of various businesses and customers

- Design strategy and drive revenue targets for the Phone Banking Unit with the help of Inbound and Outbound staff

- Manage the utilization and maintenance of ATM. Leverage ATMs as a source of data to - listen- to and communicate with customers.

Customer:

- Build a framework to drive holistic thinking of customer experience, ensuring alignment across functions, processes and people.

- Build and develop predictive scores for every customer based journey (customer satisfaction and value) in partnership with the Data Analytics Team Example: Revenue, Loyalty, Cost to serve

- Coordinate a multi-pronged view of customer data (traditional 360-degree customer lifecycle view with an overlay of 360-degree digital interaction data) for digital empathy, digital business models and real-time digital customer experience excellence

- Design methods to listen to and interact with customer regularly

Internal process:

- Accountable for all aspects related to customer compliance as laid out by the regulators and ensuring it is managed seamlessly without any impact on customer experience.

- Design and deploy customer quality assurance programs for the organization.

- Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.

- Monitor timely and accurate submission of all regulatory and other reports that may be requested by the Board and Regulators.

- Interact frequently with the Internal Ombudsman to review customer experience and compliance breach based on patterns and trends.

- Build capability to resolve issues by running detailed the root cause analysis of various issues in order to address it through process transformation and automation and prevent future occurrence.

- Recommend workflow improvements based on RCA findings at designated meetings with functions

Learning & Performance:

- Develop an effective portfolio of internal communications that educates leaders and employees on customer experience realities, expectations, moments of truth, goals, improvement, emphasizing specific ways different roles can impact in customer lifetime value.

- Design customer service indicators that find prominence in every employee's performance objective that leads to a culture of service across the organization.

- Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.

- Provide central oversight of customer experience programs developed by various businesses

- Participate in development of training and coaching routines to ensure employees have skills necessary to deliver a superior customer experience.

- Interact and network with peers/experts across industries to learn from and share best-in-class service practices and technologies for exemplary Customer experience.