Customer Experience - Assurance _ Mumbai

Role & responsibilities

• Working directly with Business unit heads, distribution heads to define linkages between strategic objectives and process improvements using both analytical tools and consulting techniques to help functional teams re-imagine new or existing operations to build and execute roadmaps
• Lead assessment of end-to-end customer journey assessment to identify gaps in design, people behavior.
• Facilitate design of new processes along with stakeholders within CX Team and business stakeholders
• Drive assurance by ensuring all important metrics like critical to customer, critical to quality, critical to regulator are measured and monitored and build oversight with senior management

• Lead Service Quality assessment

  of all branches and loan centres. Team is responsible for assuring service quality standards are maintained by regular reviews and engagement with Branch heads

• Assessment of end-to-end customer journey

  assessment to identify gaps in process design, people behaviour and technology by conducting mystery shopping. Run competition benchmarking to understand Banks positioning and providing relevant inputs for changes to CX Design labs
• Facilitate

  design of new processes

  along with stakeholders within CX Team and business stakeholders

• Drive adoption of customer experience

  obsession behaviours of front-line staff (like smile and greet, bank personality, listen with intend, record customer requests etc.) and daily rituals (zero pendency of customer instructions etc.)

• Engage and collaborate

  with Branch distribution team, BCU, RA distribution, Retails Assets, MSME and their regional leadership team to understand challenges and identify process changes required, close loop with process redesign team.

• Drive awareness and adoption

  at frontline distribution team on new processes and new customer journeys