National Head - Customer Experience - Financial Services

Duties and Responsibilities :

- Create an institutional process for delivering Best In Class Customer experience / delight across all customer touch points for all lines of business

- Enhance and take to the next level the existing - Self-service model- of the company

- Implement - other-Industry- Customer experience frameworks, which will create first-of-its-kind in Financial services

- Derive insights on - WHAT & WHY- needs of the customer by analysing service data and work closely with Analytics teams to define - HOW- delight has to be delivered

- Play a critical role in the two customer benchmarks of the company - CSAT score and Customer Loyalty Index

- Undertake responsibility to drive one of the key competencies of the company - Customer Focus

- Build the bridge between a Business role and Service, by providing insights to Business / Function leaders, on the critical role their teams can play in enabling experience - Service Culture

Required Qualifications and Experience :

- Should have 10+ years of experience in managing Customer Experience and Service

- Prior experience in creating, launching and managing at least 1 Customer delight framework

- Prior experience in handling service processes and understanding customer needs

- Basic understanding of financial services products / processes will be an advantage

- Should be passionate about Customer Experience

- Should be a post graduate preferably

- Should have collaborative work style to engage with peers & colleagues across the company.

- Should have excellent communication skills along with strong presentation and data analytics skills.

- Self motivated and a self-starter.