Head - Customer Experience/01 Post
Roles & Responsibilities:
• Develop & execute strategy for enhancing customer experience, engagement and advocacy across all channels.
• Own the Customer experience matrix of managing customer engagement, loyalty and grievance redressal across all channels.
• Design and execute strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost.
• Design and execute the grievance redressal machinery for the Bank, including systems, policies and processes. Develop and coach the Customer Experience team so as to build a strong customer-centric culture in the organization.
• Develop and manage relationships with key internal and external stakeholders including Retail Banking, Wholesale banking, Digital Banking, Treasury, Branches, regulators, IT vendors and operations.
• Develop technological/ digital interfaces for enhancement of customer experience in collaboration with Digital/ IT verticals.
• Continually assess risks in the business, taking into account changing market and economic conditions, legal and regulatory requirements, operating procedures and impact of new technology.
• Develop business analytics and framework for governance and business reviews, making proposals for enhancing customer experience.
• Be the primary interface with the Ombudsman, appointed by the regulatory
• Be a thought leader through participation at industry conferences and developing productive relationships across key/ large clients at the CEO level.
Work Experience: Minimum of 10 Years’ experience in BFSI Sector with 3 Years of experience at Senior / Head level position in Customer Experience vertical
