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RB - Affluent Business:Customer Experience Management Team

Axis Bank


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6-7 Years
24 days ago
54 Viewed
1 Applied

Job Description

Customer Experience Team
No. of Vacancies:2 Mgrs / 2 SMsReports to:SM/AVP
Is a Team leaderNTeam Size:NA
Grade:Manager /Sr Manager
Business:Retail & wholesale operationsDepartment:Customer Experience TransformationSub-Department:Consumer Insights /Customer Exp Measurement
Location:Worli CO
About PTSE
Process Transformation and Service Excellence department aims to drive high impact projects delivering process transformation and quality improvement across business functions. The team supports and augments the customer experience platform across the bank (Retail, corporate banking, ATM, Phone banking and Digital banking) by carrying out service quality review for all products and processes , driving improvement across all service processes (both from design as well as processing perspective) and handling escalations in all three lines of business (Retail / loans / Credit cards).

As part of the mandate customer experience team runs continuous Cx measurement program (Voice of Customer program) to gauge the experience delivered to the customer. The Cx mandate is also to identify the areas which needs improvement and deliver that as a project along with Business & transformation teams.
Key Responsibilities

Work closely with the Cx lead to conduct analysis for the monthly de-brief sessions with Business teams to bring Voice of customer perspective

Conduct Root cause analysis on the customer feedback to understand the core issue leading to bad experience

Work closely with IT and BIU team to understand the underlying data structure and create/refine data streams/logics

Drive intelligence from Internal data and layer with primary customer feedback to build deeper understanding

Close co-ordination /collaboration with business , IT teams to ensure timely closure of projects

Conduct quick hypothesis testing/feedback surveys with internal & external customers

Conduct mystery shopping /benchmarking exercise to understand best practice and delivery of experience at last mile

Liaise with agency partners to float new RFP , ensure quality check on the field work

Work with external technology partners to facilitate implementation of the Cx platform , conduct POCs for new solution

Should be able to write and get sign-offs on BRD , CMC notes .

Liaise with stakeholders across CO and regional teams to understand their view point to sharply define the project charters

Create plan for every project and track milestones for closure


Optimal qualification for success on the job is:

Post-Graduation from a recognized institute

6-7 years of relevant work experience

Role Proficiencies:

For successful execution of the job, a candidate should possess the following:

o Candidate with previous banking experience or experience in service industry

o Experience of working at Market research agencies /Client side in Insights role

o Excellent communication , Project management & collaboration skills is a must have

o Should be proficient with PowerPoint and excel

o Should be a self-starter


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Last Updated: 13-06-2024 07:06:08 PM
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