Customer Obsession (Sparsh):Team

About Customer Obsession

Customer Obsession (Sparsh) is a program that has been created by the Bank to achieve the goal of becoming truly distinctive and a leader in the space of customer excellence The team will work across the entire Bank in terms of working on Customer Journeys and identifying the Wow moments that we can deliver for the customerAbout the RoleThe Role is to run the Customer Obsession program (Sparsh) for the respective function (branch, Burgundy, CBG or Quick wins squad) and ensuring end to end thinking, innovation in the space as well as timely delivery across the planned sub-projects in the spaceBe a part of agile cross-functional squad in conceptualizing and executing CX initiatives from a cultural, behavioural and mind-set shift perspectiveHold daily agile discussions, maintain squad charter, manage tracker/backlog, debottleneck and troubleshoot issuesFacilitate extensive competitive analysis to inform new CX initiative designsEngage with BIU (ABR and data analytics) to assess and report current portfolio, customer experience, and performance of initiativesManage dependencies and efficiently communicate plans, issues and results with senior stakeholders on a proactive and regular basisCollaborate with a range of partners, eg, CXT team, Marketing, Compliance, Ops, DBAT, BSG, IT, Business and external vendorsQualifications3+ years of experience of working in Strategy team or consulting experience or executing cross functional projectsMBA from a reputed instituteExperience: 3+ yearsRole ProficienciesFor successful execution of the job, the candidate should possess:Ability to move fast and deal with ambiguityExceptional troubleshooting skills and should thrive in high expectation scenario with many stakeholdersEfficient and confident communicator who inspires the team and engages senior management on relevant topics in a time efficient mannerExperience in working with data analysts to identify, forecast, and report on tests, performance and potential impact on customer experience