Customer experience - loyal insights _ Mumbai

V Konnect

3 - 8 years

7 - 13 Lacs

mumbai mumbai suburban mumbai (all areas)

Posted:1 week ago| Platform:

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Skills Required

customer insight insight generation market insights business insights marketing analytics consumer insights

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Strategy & Execution:

Support the development and implementation of CX insights initiatives by capturing and analyzing customer feedback across channels.
Convert data into actionable insights to help improve customer journeys, experience KPIs, and transformation projects.

Leadership & Collaboration:

Work closely with cross-functional teams to embed insights into product, process, and service improvements.
Contribute to creating a customer-centric culture by sharing findings and recommendations that enhance decision-making..

Customer Feedback & Benchmarking:
Assist in implementing the Relationship NPS framework to capture customer insights and support competition benchmarking across all bank products.
Transactional Feedback & Analytics:
Collect and analyze customer feedback through Transactional NPS across channels (Branch Banking, Affluent, Contact Center, and Digital) to identify improvement opportunities.
Experience Evaluation:
Support the execution of Mystery Shopping exercises across digital, voice, chat, and branch journeys to assess service quality and consistency.
Issue Resolution & RCA:
Participate in structured detractor follow-up by conducting targeted outreach, ensuring timely resolution of customer issues, and contributing to root cause analysis and corrective/preventive actions.

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