Head - Value Creation/Customer Experience - Bank

Given below position details with a Leading Bank :

Position : Head-Value Creation, Customer Experience

Reporting to - Head - Customer Experience

Business: Service

Function/ Department : Customer Experience

Place of work: Jui Nagar, Navi Mumbai

Roles & Responsibilities:

- Customer Engagement and Service quality leads - will be responsible for tracking customer engagement metrics e.g., RNPS, JPNS, TNPS across lifecycle

- Ensuring service quality across all relevant channels, including coaching teams from all channels

- Responsible for devising strategies for customer life cycle management through course of the relationship with customer

- Escalation and grievances: Design and operationalize processes on escalations and customer grievances

- Report out to grievance handling

- Conduct RCA to reduce escalations

Secondary Responsibilities:

- CX Academy Lead - responsible for all CX related learning across the organization

- Ownership of content preparation

- Determination of delivery mechanism (e-learning vs class room)

- Preparation of continuous learning program for all roles

- Measuring & reporting impact of CX academy

- Coordination with internal stakeholders (HR, L&D) and external partners (e.g. content development agency)

Key Success Metrics:

VOC / NPS for the bank