CXI:CXI - Team Member

CXI:CXI - Team Member

About Name of BU
The customer 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.

About the Role

. Customer experience professionals with 3-5 years of relevant experience
. Build a robust consumer understanding by analyzing context and experience for every journey/interaction that customer has with the bank.
. Create and own the measurement framework (NPS) for tracking customer experience.
. To be successful in this role candidate must be agile, collaborative, with strong communication skills, empathetic towards consumer needs & and a self-starter.
. Candidate with good exposure of quantitative research techniques and high proficiency in Microsoft excel and power-point. Exposure to qualitative research is good to have but not necessary.

Key Responsibilities
. Gauge customer experience for bank wide touch points & customer journeys (includes both online & offline)
. Drive monthly KPIs on NPS index, own the project charter to track and monitor the implementation of initiatives/action plans across all journey stages to ensure delivery of CX scores
. Drive regular reviews with stakeholders (including Sr. Mgmt) to track gaps vis--vis expectations to course correct.
. Ensure the insights from reports focus on what, why and more importantly what next for delivering best in class experience
. Analyze customer VOCs to support/enrich insights from quantitative data.
. Work with IT, Analytics division and other internal stakeholder from Business/Service teams to overlay internal customer data with primary research to conduct deeper analysis and deliver a holistic picture
. Collaboration with cross functional teams on ongoing and new business initiatives to ensure processes/policies/features are designed with consumers at the core.
. Ensure all customer communication is designed keeping in mind fairness, transparency, simplicity and customer anxiety management.
. Drive consumer immersions (when necessary) to unearth deeper insights which explains the root cause for the scores and hence plausible interventions to be undertaken

Qualifications
.Post Graduation/Graduation

Role Proficiencies:
.Candidate with good exposure of quantitative research techniques and high proficiency in Microsoft excel and power-point. Exposure to qualitative research is good to have but not necessary
.Agile, collaborative, with strong communication skills, empathetic towards consumer needs & and a self-starter.