Customer Experience and Insights role For a Leading Bank

Job description Roles and Responsibilities Customer Experience Function The customer experience function operates with a vision to deliver seamless banking experience to customers. This function is responsible for understanding consumer needs, expectations and working with cross functional teams to deliver a delightful customer experience. Job Summary : - Customer experience professionals with 5-+ years of relevant experience - Build a robust consumer understanding by analyzing context and experience for every journey / interaction that customer has with the bank - Create and own the measurement framework (NPS) for tracking customer experience - To be successful in this role candidate has to be agile, collaborative, with strong communication skills, empathetic towards consumer needs & and a self-starter - Candidate with good exposure of quantitative research techniques and high proficiency in Microsoft excel and power-point. Exposure to qualitative research is good to have but not necessary.