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