AVP – Customer Experience – Bank (10-15 yrs)

About our Client

Our client is one of the leading banks in India.

Job Description

– Responsible for measuring and analyzing customer experience and further understand the customer insights to enhance the customer experience

– Responsible for setting customer channels and go to market strategies and further aligning these strategies to enable desired commercial shape and customer experience

– Devise strategies for reduced Contact to Unit ratio, improved effective utilization of resources, and reduced operating costs

– Analyze and redesign the processes/systems to enhance the customer support quality

– Work closely with the product & technology team to resolve customer issues

– Design strategies to improve NPS and CSAT and first call resolution metrics

– Responsible for benchmarking the broking services across the country and adopt best practices

– Develop and execute a strategic business plan for new customer acquisition and retention of existing customers in alignment with company strategy

The Successful candidate should:

– Be a Post Graduate/MBA from reputed Institute

– Have 10-15 years of relevant work experience in customer experience in the Banking and financial services/Consumer-tech/Fintech/E-commerce/Internet space domain

– Have experience in business transformation and process improvement projects