CX Lead -Project Manager

Position Name- CX Lead -Project Manager

Location: Banglore

Project details:

Backfill support for CX leads in Retail bankingPrimary Skillset:Customer experience, User Research and Testing, Process Optimization, Data AnalysisJob Role & Responsibilities:Key Result Areas:Improve Customer Satisfaction through improved digitized experiencesImproved CX through key participation in journey design and testing impacting client experienceEnhances CX metrics across the boardcollaborate closely with other team members and departmentsInteract with customers and analyze their feedbackWork across all levels, functions and divisions to enhance service standardsEscalate concerns to management and when requiredAble to produce and exercise rigorous test procedures and recognize errorsEnsure all journey designs are customer centric and respond to client feedback and needsUndertake and present user experience research to feed into the design to ensure the optimal user experienceUnderstanding of the customer journey end-to-endFoster innovation and customer and audience focus to ensure the Departmentdigital experiences are contemporary, innovative, and meeting customer needsDetect and track digital \/ processes defects and inconsistenciesProvide timely solutions where gaps identifiedFoster customer and frontline feedback to enhance customer experienceAnalyze clientdata \/ information to enhance customer experienceResponsible for running and delivering all projectsEnsure that all projects are delivered on-time, within scope and within budgetAssist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibilityDevelop a detailed project plan to monitor and track progressEstablish and maintain relationships with third parties\/vendorsKnowledge and Experience Required:Relevant 8-10 years of experience in user experience (UX) design and research, including conducting user interviews, usability testing, journey mapping, and designing intuitive and customer-centric digital experiences.Relevant 8-10 years of experience in process optimization, including identifying pain points, analyzing data, and implementing improvements to streamline workflows and enhance customer experience.Relevant 8-10 years of project management experience, including developing project plans, managing stakeholders, tracking progress, and delivering projects on time and within budget.Experience working in a customer-facing role or retail banking environment, with a strong understanding of banking products, services, and customer needs.Familiarity with Agile\/Scrum methodologies and experience working in a fast-paced, iterative environment.Strong analytical and data analysis skills, with the ability to interpret customer data and translate insights into actionable recommendations.Proven track record of fostering innovation and driving continuous improvement to digital experiences.In depth understanding of Retail Banking products and services, processes and system complexitiesDetailed Skills:Professional, Proactive, Customer-centric, Insightful, Process improvement, Product improvement, Stakeholder engagement, understands System complexities Analytical & logical thinking, problem-solving, user experience design, user research and testing, process optimization, stakeholder management, technical aptitude, data analysis, innovation and creativityGood to have Skills:Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needsStrong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvementsShould possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution