Customer Experience Champion

About this role

• 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 towards that 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 front line to provide better customer experience.
• Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mistry 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.
  
  
  

• People & Stakeholder Management
• Strong Team player wit 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.
  
  
  

• Effectiveness of a reengineered processes to achieve target customer excellence, cost (efficiency) improvements and revenue targets.
• Focus on end customer experience to improve NPS.
• Anticipate and manage risks to achieve target audit rating
• Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
• Team management: drive team performance, develop and retain talent