End to end ownership for mapping, implementation and roll out for customer journeys. Devising Strategy for customer lifecycle management through course of the relationship with the customers
design the best in class customer journeys and drive the implementation of these journeys.
Understand the customer lifecycle and drive relevant changes through use of technology and data driven insights
Custodian of the CRM platform (SFDC) responsible for all enhancement projects
Drive high impact projects delivering process transformation and quality improvement across business functions
Ensuring service Quality across all servicing channels - Branch, Call centre, Email, Digital Channels, product and process
Design and Operationalise processes on servicing and grievance handling.
Trend, RCA analysis and Gap identification on complaints and Escalations and work with leadership stakeholders to improve processes
Responsible for all CX related learning across the organisation along with Learning and Development teams
Devise and prepare the training manual, module and operationalise training programs in coordination with L&D team
Support and augment the customer experience platforms across the organisation
