SM/ AVP - Customer Experience - Customer Success

JOB PURPOSE

The job purpose of the Assistant Vice President of Customer Experience (CX) is to strategically lead efforts to elevate customer satisfaction, loyalty, and retention by designing customer-centric solutions, optimizing customer journeys, managing feedback, and driving cross-functional initiatives to ensure seamless, high-quality service delivery, often focusing on large accounts or specific programs

PRINCIPAL ACCOUNTABILITIES

BAU Execution

Accountability

Overall Customer Satisfaction and Loyalty: The AVP is ultimately accountable for the perception customers have of their interactions with the company, which directly impacts brand reputation and retention.

Strategic Alignment and Execution: They are accountable for developing and implementing a cohesive, company-wide CX strategy that aligns with business objectives and ensuring all departments (e.g., sales, marketing, IT, operations) contribute to a seamless customer journey.

Performance Metrics and ROI: This role is accountable for defining, tracking, and reporting on key performance indicators (KPIs) related to customer experience (such as Net Promoter Score, churn rate, and customer lifetime value) and demonstrating the return on investment for CX initiatives.

Risk Management and Compliance: To ensure that all customer-facing operations and data handling comply with relevant laws, regulations, and ethical standards, safeguarding the company's reputation and customer data

Responsibilities

Strategy Development & Implementation:

Develop and implement a comprehensive, data-driven customer experience strategy.

Analyze customer data and feedback (surveys, journey mapping, etc.) to identify pain points and areas for improvement.

Stay updated with market trends and best practices in CX management to implement innovative solutions.

Cross-Functional Collaboration & Leadership:

Collaborate with other departments to ensure consistent messaging and a unified view of the customer experience across all touchpoints.

Lead, develop, and inspire a team of CX professionals, fostering a customer-centric culture throughout the entire organization.

Influence decisions and advocate for the customer perspective in product development, marketing campaigns, and service delivery.

Operations & Technology Oversight:

Oversee the integration and optimization of CX technology platforms, including CRM systems, marketing automation, and AI-enabled capabilities.

Manage budgets and allocate resources and funds effectively to maximize output and improve efficiency in customer operations.

Drive end-to-end implementation of changes and monitor the effectiveness of new initiatives.

Relationship Management:

Maintain high-level correspondence with key clients/stakeholders and act as a primary liaison.

Ensure seamless onboarding of new clients and manage ongoing relationships to guarantee high satisfaction levels.

Operational Controls

Provide effective and proper client servicing, resolving queries and complaints.

Ensure policy adherence and documentation

Extend support to automate the process

Conducts Audit and ensure adherence to compliances

Integrations:

Identify the need of new changes required in current process and help them implementing with the help of concern stakeholders within and outside team

Other Processes:

Conduct UAT Testing for new products

Support other stakeholders in launching new solutions in current process, data sanity & other projects

SKILLS AND KNOWLEDGE

Educational Qualifications

Qualifications

Minimum Qualification required: Graduate/ PG

Should have experience in complaint management

Co-ordination with cross functions

Must be familiar with contact center environment and KPIs.

Good knowledge of excel and other data management tools.

Experience of handling regulatory bodies will be an added advantage

Work Experience

Minimum 10 - 15 years of experience

Experience of Banking & Lending operations/servicing will be an added advantage.

Should have updated knowledge of lending process and solutions available for digital lending platforms