Vice President – Customer Experience Management

Industry / Sector / Domain

BFSI

Location

Mumbai

Experience Range

15+ years

Company Profile

A leading private player in the Banking space

Job Profile

  • Implement and monitor customer life-stage based measurement program for Banking products to ensure bottoms up ownership of CX metrics
  • Design and implement customer experience framework across various products within Retail and Wholesale banking
  • Deliver significant improvement on customer experience metrics viz. NPS, complaints ratio etc
  • Work with the business units to design action plan to improve the customer experience scores with clearly defined milestones
  • Perform primary and secondary research and analytics to establish deeper and effective insights on current market trends, customer satisfaction studies and surveys to bridge gaps in customer experience
  • Anchoring ongoing initiatives related to enhancing customer experience across the bank and providing regular updates to the senior management

Candidate Profile

  • Good communication & convincing skills
  • Ability to deliver results and handle pressure
  • Conversant with excel, word and sound presentation skills
  • Ability to learn, drive & motivate teams
  • 15+ years in banking and driving enterprise level customer experience
  • Sound knowledge of customer facing banking processes and back end operation processes
  • Should have managed a team of CX experts and have experience in measuring and improving KPIs
  • Should have worked in a compliance driven atmosphere & aware of regulatory guidelines
  • Conversant with best market practices/ assessment approach

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