Customer Experience Champion

Role/Job Title:
Customer Experience Champion.

Function / Department

: Retail Liabilities.

Job Purpose:
Development of customer service delivery standards for branch banking, monitoring customer journeys and touchpoints, and implementing strategies for improved customer experiences.

Roles & Responsibilities

:

Capability building in branches to provide excellent customer service experience. Design and formalize strategies and learnings from best practices.

Define & Design customer service delivery standards for Branch Banking.

Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards.

Responsible for reviewing customer centric processes. Set a clear mission and deploy strategies focused on the mission.

Help building necessary capabilities to record customer interactions in branches and across touchpoints.

Identify the training, L&D needs for the branches related to Customer service. Empower frontline to provide better customer experience.

Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mystery Shopping, RCU).

Follow up and review customer complaints (Branch Banking) across channels – Escalations, Grievances, Digital complaints.

Effective engagement with Partner, consultants & Vendors for new initiatives & projects related to customer service excellence.

Adhere to the grievance redressal processes and policies of the Bank to ensure timely closures. Develop service procedures, policies and standards.

Keep ahead of industry’s developments and apply best practices to areas of improvement.

Maintain an orderly workflow according to priorities.

Achieve high stakeholder satisfaction ratings from Business, Operations, Risk, Compliance, Audit and IT team.

Managerial & Leadership Responsibilities:
People & Stakeholder Management.

Strong Team player with the ability to get work done across teams.

Ability to visualize an end to process adding value addition to the business.

Ability to understand vision of Leadership team and transfer this into execution steps on ground.

Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys.

Defines strategy and help define processes, guidelines and policies that improve customer experience.

Education Qualification

:

Graduation: BBA (Bachelor of Business Administration)/BCom (Bachelor in Commerce)/BE (Bachelor in Engineering)/BSc (Bachelor of Science)

Post-graduation: MBA (Master of Business administration)/MCom (Master of Commerce)/MA (Master of Arts)/PGDM (Post Graduate Diploma in Management)

Experience

: 5 to10 years of relevant experience.