Vice President - Customer Experience & Service Management - Bank

VP - Customer Experience & Service Management

Section: CBG - Customer Experience

Reports To: SVP, Head - Customer Experience & Business Analytics, CBG India

Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist- " and "What is it expected to accomplish- ")

- To facilitate, implement and manage customer experience strategies, experience/journey design initiatives to achieve business deliverables for Digibank and Treasures banking propositions

- To drive a high standard of customer service, problem resolution, complaint resolution within all functions of the consumer banking group

Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job. Do not list more than 5-6)

E2e customer journey transformation:



- To improve on e2e customer journeys with focus on - customers- jobs to be done- for new product development and existing service propositions of the consumer bank

Successful conduct of customer/internal research :

- To develop research plan for customer research/immersion (propose of target audience and scope)

- To recruit customers based on required profile

- To conduct customer immersion sessions to understand customer needs/wants or experience

- To find (resourcefully), manage and analyze relevant information so as to identify opportunities for transformation/improvements

Successful execution/progression of customer experience/journey projects :

- To document observations and identify customer insights

- To identify opportunities for enhancement of customer experience

- To present recommendations or facilitate workshops/discussions

- To collaborate with product teams in bringing to life the design insights from customer journeys/ immersions

Recognised advocate of customer experience and customer centricity :

- To champion and drive a customer-centric culture in CBG

Review and manage service quality for consumer banking group :

- Analyse, investigate and resolve all complaints received at Nodal Officer and senior management desks as per the grievance policy

- Track and improve overall complaint management procedures followed at the branches and customer center

- Review all aspects of written communication to customers (email/ letter formats)

Review and manage customer satisfaction score measurement and improvement for the consumer banking group :

- Drive CSS score performance and take necessary steps to ensure CSS targets are met and improve on an ongoing basis

Job Duties & responsibilities :

(List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity, and analysis performed in this position.)

Lead and successfully deliver end to end customer journey projects. The scope of projects will include all/some of the following:

- Recruit and manage customer base for in-depth customer research; conduct customer or internal research/immersion sessions

- Consolidate and analyze customer and business data (including research output) to derive transformative/improvement experience opportunities

- Facilitate and manage stakeholders- discussions, design workshops to drive for experience/journey transformations/improvements

- Ideate, prototype and develop customer experience/journey concepts/solutions with cross discipline teams

- Project manage consumer research agencies impaneled to support large scale customer journey and research work

- Manage all aspects of complaint management in the consumer banking group and directly investigate and resolve complaints received at the Nodal Officer and senior management desks

- Review, manage and improve all aspects of customer communication in consumer banking group including emails and letter formats used for customer communication

- Manage all aspects of CSS measurement, tracking, and improvement

Required Experience

Non-technical Experience :

- Experience in a Customer Service/Experience focused area

- Strong experience in complaint resolution and service quality improvement

- Experience in implementing/managing customer journey projects/initiatives

- Exposure to the latest customer experience thought leadership or trends

- Exposure to customer journey or process design using transformation/improvement methodologies (e.g. HCD, Six Sigma; Lean)

- Experience in managing stakeholders

- Management consulting experience a plus

Technical Experience :

- Presentation/Facilitation

- Report Writing

- Designing and conducting qualitative research

- Human-centred design work

- Process improvement work

Education / Preferred Qualifications :

- Graduate with 12-15 years of relevant experience or

- Post-graduate in business administration with 12-14 years of relevant experience

- Trained/ certified on human centered design/ design thinking

- Certification in process improvement techniques such as 6 sigma or lean will be an added advantage

- Strong understanding of service quality management