Head - Customer Experience - BFSI

Currently working on a Head Customer Experience position with a Leading Financial Services organization based in Mumbai.

- This role is to drive a customer centric culture and customer friendly processes in the company through effective implementation of various initiatives through technology and process which can help organization improvise on business performance through customer and distributor delight.

- The position has to work with senior line of Business Heads i.e. CEO, Customer Service Head and Quality Head and bring standardization in managing our customer service through various touch points i.e. Call Center, CRM's, Distributors, Front Line Sales, Branches etc. Core focus is to drive Customer Centricity Culture and implement Best practices that the Industry can offer to its customers.

- Formulate Strategy for Customer & Distributor Delight and best-in-class processes

- Promote customer centric culture in each Line of Business

- Design and deploy Customer engagement programs

- Mystery shopping initiative

- Process to capture the Voice of customer through different channels

- Measure and improve - Customer and Distributor Satisfaction Index

- Benchmark customer facing processes and satisfaction levels of all Line of Businesses with competition.

- Work towards enhancing customer loyalty towards the organization

- Support in building strong relationship with Partners through various initiatives that can drive upward C-SAT Index.

- Roll out effective customer segmentation and plan to target each segment with unique strategy of engagement

- Review and continuously enhance the customer communication across channels like - call centre, emails, SMS, letters etc.

- Support leaders in their role as cultural leaders in the transformation journey

- Promote cross-functional & cross business transfer of best practices

- Facilitate Knowledge Management initiatives like Best Practice sharing & replication.

- Would prefer candidates from Airlines/ Customer service oriented organizations.