Customer Experience Manager NPS & Process Reengineering (Banking Sector)

Key skills - Customer Experience, Net Promoter Score, Financial Services, Process Re-engineering, Digital Experience

Job Role - Customer Experience Manager – NPS & Process Reengineering (Banking Sector)

Location: Kamala mills, Lower Parel, Mumbai

Experience - 8 to 14 years

Role Summary

We are looking for an experienced Customer Experience professional from the banking industry

to lead the Net Promoter System (NPS) program and drive process improvement across key

customer touchpoints. This role will focus on strengthening service quality, simplifying branch

and digital journeys, and reducing customer effort across retail and corporate banking

Segments.

Key Responsibilities

• Lead the bank's NPS program across channels including branch, contact centre, digital

banking, lending, and payments.

• Manage transactional and relationship NPS, detractor recovery, and root-cause

analysis.

• Reengineer processes related to onboarding, KYC, service requests, loan servicing,

dispute resolution, and complaints management.

• Work with product, operations, risk, compliance, and technology teams to redesign

customer journeys and eliminate pain points.

• Drive digitisation and automation initiatives to reduce TAT, improve accuracy, and

enhance customer satisfaction.

• Build dashboards and MIS for senior leadership, highlighting customer insights and

improvement opportunities.

• Embed a customer-first mindset across branches, operations, and service teams.

Skills & Experience

• Experience in Customer Experience, Process Excellence, Service Quality,

or Transformation roles within banks or financial institutions.

• Strong knowledge of NPS frameworks, VoC systems, and customer journey mapping.

• Hands-on experience in process reengineering (Lean/Six Sigma preferred).

• Good understanding of banking processes, regulatory considerations, and risk-control

requirements.

• Excellent stakeholder management skills, with the ability to influence across business,

operations, and technology