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Urgent! Customer Experience Transformation (CXT)-Vertical with leading Bank Position in Mumbai - Skill Ventory

Customer Experience Transformation (CXT) Vertical with leading Bank



Job description

Roles and Responsibilities Customer Experience Transformation (CXT)-Vertical with leading Bank Customer Experience FunctionCustomer experience function operates with a vision to deliver seamless banking experience to customers.

This function is responsible for understanding consumer needs, expectations and working with cross functional teams to deliver a delightful customer experience.
Job Summary:

  • Customer experience professionals with 7-8 years of relevant experience.
  • Build a robust consumer understanding by analyzing context & mental model at every life-stage
  • Create and own the measurement framework for tracking customer experience
  • To be successful in this role candidate has to be agile, collaborative, with strong communication skills, empathetic towards consumer needs & and a self-starter.
  • Candidate with good exposure of quantitative and qualitative research techniques and high proficiency in Microsoft excel and power-point
  • Key Responsibilities:
  • Gauge customer experience for bank wide touch points & customer journeys (includes both online & offline)
  • Drive the monthly KPI on CX index, own the project charter to track and monitor the implementation of initiatives across all journey stages to ensure delivery of CX scores
  • Ensure the insights from CX report focuses on what , why and more importantly what next for delivering best in class experience
  • Drive ongoing consumer immersion program to unearth deeper insights which explains the root cause for the scores and hence plausible interventions to be undertaken
  • Work with IT , Analytics division to overlay internal customer transaction data with primary research data to conduct deeper analysis and deliver a holistic picture
  • Drive regular reviews with stakeholders to track gaps vis--vis expectations to course correct
  • Collaboration with cross functional teams on ongoing and new business imperatives to ensure processes/policies are designed with consumers at the core.
  • Ensure all customer communication is designed keeping in mind fairness , transparency ,simplicity and customer anxiety management

  • LOCATION: Mumbai





    Required Skill Profession

    Business Operations Specialists



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