Manager - Customer Experience - FinTech

Customer Experience Manager for a Newly Fintech Venture

- End to end ownership for mapping, implementation and rollout for customer journey across the organization. Run design thinking sessions, review current Customer experience customer journeys in place, re-define the same to design Manager industry leading "Best In Class" journeys

- Should be able drive the digital agenda for the organization.

- Understand the key interactions in the customer lifecycle and drive relevant changes through the use of technology and data driven insights

- Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoints

- Coordinate with cross functional teams to ensure effective implementation and roll out of initiatives

- Manage core team of representation from technology ,business, data analytics, operations which will work jointly to implement the customer journeys

- Jointly responsible for business outcomes for the selected Customer Journey and managing KPIs such Turn Around Time, NFTR %, Customer Experience Index etc.

- Drive the development of a reporting/meetings framework and tracking of the KPIs

- Work closely with the relevant Business Heads to deliver end state Customer Journeys with the desired Business outcomes

- Provide regular updates to the Senior Leadership on the progress made and highlight bottlenecks/issues if any