Job Title: Lead, Customer Experience and Business Analytics.&nbsp; &nbsp;Grade : SVP Department : Consumer Banking&nbsp; &nbsp;Section : Consumer Banking Group Reports To (Job Title) : Head of Consumer Banking, India Acknowledged by: Job Purpose: This role would lead Business Analytics and Customer Experience for Consumer Banking India, covering both offline and digital businesses Key Accountabilities: - Would be responsible for the end-to-end Customer Experience for the digital and the offline business - 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 Job Duties &amp; Responsibilities : 1. Design and drive strategy for ensuring best in class Customer Experience 2. Design, review and implement Customer Journeys to enable Joyful Banking 3. Drive HDC- led Innovation programs/ projects for the business and ensure continued focus on modelling 4. Drive Customer Service metrics through Customer Communication, Service Quality checks and other measures 5. Develop Analytics capabilities further including quality, accessibility, architecture and infrastructure 6. Drive performance tracking and insights on channels, branches, productivity measures that drive acquisition, revenue and customer satisfaction and thereby supporting business priorities 7. To plan the Campaigns strategy and ensure ROI through Campaign Analytics and campaign management 8. Drive contextual marketing programs and customer immersions Experience : - Incumbent should be having at least 10 years- experience. Good understanding of the Consumer Banking business; should have had relevant experience in either areas of business analytics or customer experience Total Minimum Years of Experience: 10 years Education/Preferred Qualifications : - Graduation in any field. Post-graduation preferred - Strong communication and interpersonal skills - Ability to build strong relationship with clients. - Highly motivated, self-driven, and result oriented. - Good analytical skills, ability to see the larger picture

Mumbai

Lead - Customer Experience & Business Analytics - Consumer Banking Group 

Lead - Customer Experience & Business Analytics - Consumer Banking Group  ,Job Description for Lead - Customer Experience & Business Analytics - Consumer Banking Group  in Spicyjobs in  Mumbai for (10-20) years of experience. Apply Now!

Job Description for Lead - Customer Experience & Business Analytics - Consumer Banking Group  in Spicyjobs in  Mumbai for (10-20) years of experience. Apply Now!