Head - Customer Experience - BFSI

Seeking Seasoned Customer Experience professional to Lead Customer Experience and Business Analytics, covering both offline and digital businesses.

- Would be responsible for the end-to-end Customer Experience

- Create a best-in-class banking experience for customers by building and driving Customer journeys and HCD innovation programs

- Support strategic priorities of business by sharpening capabilities on Analytics

- Responsible for Campaigns Strategy and Campaigns Analytics to drive ROI

- Drive Customer Service metrics through Customer Communication, Service Quality checks and other measures

- Develop Analytics capabilities further including quality, accessibility, architecture and infrastructure

- Drive performance tracking and insights on channels, branches, productivity measures that drive acquisition, revenue and customer satisfaction and thereby supporting business priorities