Job Description

Role/ Job Title: Customer Experience Lead-Retail Liabilities Business: Retail Banking Function/ Department: Retail Liabilities Place of Work: Mumbai Job Purpose: In next few years, we want to grow our liabilities book by at least 4-5x. In line with overall strategy of the bank, we will build and scale up truly transformational digital, analytics and organizational capabilities which will enable us to acquire high quality customer base and then build deep banking relationship with them to drive this growth. Our intent is to go to market and differentiate our product in the market on the back of the experience and engagement delivered through this channel for our customers. Roles & Responsibilities: 1.Own Customer Experience: a)Taking ownership of the end-to-end customer experience, including the discovery phase (customer\'s initial interaction with the channel), pre-interaction, interaction, and post-interaction stages b)Continuously monitor and evaluate customer touchpoints to identify areas for improvement and implement necessary changes. 2.Responsible for quality of conversation: a)Define KPIs and metrics to measure the quality of customer conversation and overall customer experience establish benchmarks and targets for customer satisfaction, response time, resolution time, and other relevant metrics b)Track and analyze KPIs regularly to identify trends, patterns, and areas for improvement c)Review and optimize customer interaction scripts, ensure they are customer-centric, effective, and aligned with customer feedback and industry best practices d)Collaborate with training teams to provide coaching to channel teams, ensuring consistent and high-quality customer conversations 3.Design digital processes and tooling: a)Identify and implement digital tools and solutions to streamline customer interactions and improve efficiency b)Ensure a seamless and user-friendly digital experience across channels, including websites, mobile apps, chatbots, and other digital touchpoints c)Continuously evaluate and adopt emerging technologies and trends to stay at the forefront of digital customer experience 4.Responsible for customer servicing : a)Identify breakages in customer journeys, create backlog for changes and ensure timely execution b)Define processes and matrix for servicing levels c)Responsible for enabling servicing trainings including new features and products in collaboration with L&D team d)Own enablement & tooling of service managers for faster resolution of customer service requests including identifying and implementing best in class technology, industry practices and trends e)Co-own key servicing metrics: % service requests handled, TAT, # of escalations 5.NPS measurement and improvement: a)Define the process, methodology, and tools to measure NPS for each channel b)Track, analyze, and report NPS results for each channel, identify hacks and implement strategies for improvement. Key Success Metrics: Co-own key servicing metrics such as % service requests handled, TAT, # of escalations.

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