Customer Experience- Behaviour Design _ Mumbai

Role & responsibilities

Customer-Centric Culture Building

• Implement a Bank-wide

  CX culture transformation strategy

  , aligned to the customer experience vision.
• Define and institutionalize

  behavioral standards, service principles, and daily rituals

  to drive consistency in customer experience.
• Lead initiatives that build

  predictable, empathetic, and consistent customer interactions

  across channels and touchpoints.

Supervisory Training & Leadership Engagement

• Plan and execute

  supervisory-level training and engagement programs

  focused on coaching, empowerment, and customer-centric leadership.
• Collaborate with L&D and HR teams to

  build structured capability-building programs

  tailored to supervisory and mid-management levels.

Staff Engagement & Behavior Change

• Design and launch

  internal campaigns, storytelling formats, and experience-sharing platforms

  to embed customer-first values.
• Implement

  daily and weekly service rituals

  (e.g., huddles, team reviews, experience moments) that reinforce CX principles in everyday operations.
• Drive staff involvement through

  employee listening forums

  and

  feedback-to-action loops

  .

• Recognition, Rewards & Accountability Frameworks

• Build and manage a

  rewards and recognition (R&R) framework

  that celebrates consistent, high-quality customer service behaviors.
• Establish

  service accountability frameworks

  including ownership maps, behavioral KPIs, and service scorecards—at all levels.
• Integrate CX behavior outcomes into performance reviews, appraisals, and promotion metrics.

Cross-Channel Consistency & Experience Assurance

• Use

  Voice of Customer (VOC), feedback analytics, and journey diagnostics

  to drive service behavior improvements.
• Promote adoption of

  CX rituals and behaviors

  across different business lines through structured engagement and leadership endorsement.