Manager - Customer Experience - BFSI

The incumbent will be responsible for championing Customer Experience for the Organization

- Curate customer experience at each customer touchpoint across products and channels starting from lead to exit of the customer.

- Keep track of customer journeys and Liaise with internal teams such as marketing, sales, product, digital, technology etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged

- Manage end to end customer communication - content, design, delivery for all physical and digital customer communication

- Lead and own the Voice of Customer (NPS) Program for the organization. 

- Measure, track and analyze customer feedback and drive, implement improvements based on the insights gathered - help measure how the brand is performing on CX performance parameters

- Manage Lead nurturing and marketing automation platforms and deliver results on conversion and identify cross sell opportunities.

- Drive proactive service initiatives for the organization using new age self-service methods like whatsapp.