Head | Service Quality CX Governance

Business: Service Function/ Department: Customer Experience Place of Work: Navi Mumbai Job Summary: • Responsible for improving overall customer engagement and service quality through: • Design and deliver an enterprise-wide service quality framework that can help us understand the customer experience across the multiple touchpoints across the bank through the client life cycle. • Develop and track customer engagement metrics e.g., RNPS, JPNS, TNPS across lifecycle. • Roll out metrics to listen to the voice of our customers through direct feedback, customer interaction on the online/ digital channels and corelate with operations data. • Understand the correlation of service quality metrics, VOC, experience data analysis to come up with themes, sentimental analysis, statistical analysis, role based dashboards, prescriptive insights workflow automation, customer drop off corrections, business optimisation and front line response enhancements. • Identify trends of detractors, pain points with escalations and customer grievances to come out strategic improvements in the processes and procedures to recover experience. • Systematically oversee the process of detractor feedback looping to promote customer retention and loyalty. • Ensuring Regulatory compliance with respect to service quality , VOC and Customer Experience. • Representing interest of customers across Bank, to ensure key quality metrics are best in class. • Work with wide spectrum of teams from operations technology, product, and channel to design and lead multiple tactical projects that enhance Cx. • Key Change agent for the bank who drive strategic and tactical projects that enhance quality of experience, drive ingenuity and innovation across retail business. • Identifying defects and opportunities across customer journeys for improvement and feed it into the book of work for the transformation team. • Measuring customer impacting journeys through various metrics such as Customer Effort, Net Promoter Score, CSAT. • Drive Employee Engagement & involvement that begets desired Cx. Roles & Responsibilities: • Assess, document, track & report resolution of experience gaps across touchpoints, identifying interdependencies. • Use customer journey maps for most relevant moments of truth and lead initiatives to optimize the customer experience end-to-end across all channels of engagement. • Develop dashboards to review Service Quality & CX metrics/ feedback at all levels of the organisation. • Listen to customer needs, through qualitative & quantitative methods, VOC analytical tools and touch point mapping, predictive analysis. • Use internal metrics to derive insights from data & analytics and customer interaction reviews that help guide customer journeys that are built. • Identify root cause, derive patterns, and determine, innovate impactful long-term solutions, structural changes that ensure superior customer experience. Secondary Responsibilities: • Meet Organisational objectives / customer experience and service quality standards. • Delivering key CX projects, impact measured by relationship value, profitability. • Meet desired Employee experience scores / targets. • Escalation and grievances: Design and operationalize processes on escalations and customer grievances. • Report out to grievance handling. • Conduct RCA to reduce escalations Managerial & Leadership Responsibilities: • Champion IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight. • Attract and retain best-in-class talent for key roles in their reporting structure. • Engage with senior stakeholders across the bank to discuss the SQ metrics and involve them and their teams to drive better quality. • Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements. Key Success Metrics: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Service Quality benchmarks etc