Customer Experience, Financial Services

About the Team: Customer Experience team, being the custodians of the customers, is the central team ensuring to provide best-in-class experience for the customers by closely collaborating with cross-functional teams across the organization

Roles and Responsibilities:

- Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce customer contacts

- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.

- Create BRDs, SOPs, etc. and collaborate with various cross-functional teams to implement enhancements

- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified

- Proactively identify trends of CX metric to prevent / identify customer impacting issues

- Be data-driven, translating insights into actionable improvements through customer journey mapping and process optimization.

- Liaise with multiple products / business / tech teams’ stakeholders to implement the

necessary changes

- Review the process/strategy for new constructs from end-to-end customer experience point of view

- Design & create workflow for Self-service options for customers to improve the experience

- Design & create Customer Service chatbot journeys to resolve complex problems in a structured manner

- Monitor effectiveness of bots and self-serve tools, understand customer feedback and take corrective actions

- Lead and manage a team to ensure successful delivery of projects and initiatives.

Critical Competencies for the role

- Program Management

- Stakeholder Management

- Problem Solving

- Communication skills

- Team Building

Desired Skills and Experience

- Educational Qualifications: Graduate

- Experience: 6-10 Years of experience in Customer Experience and have experience in Financial Services Products like Payments (UPI & Bill Payments), Lending, Investment Products.