Responsibilities :

- Leading the Customer Experience and Service Delivery team for Kotak Cherry. Manage journey design across channels, customer insights, customer touch point creation across customer lifecycle and NPS implementation across business, lead key process re-engineering initiatives and provide oversight on the key quality metrics. Evaluate and monitor every customer facing process and set the gold standard for customer experience.

- Responsible to develop & deploy Customer Strategy in line with the Business Strategy. 

- Responsible to create the right technological platforms, processes, and delivery mechanisms to ensure that the Service Standards are defined and delivered across multiple touch points. 

- Manage Service Automation, Innovation, Benchmarking, Cost of Delivery, Range of Access Point & Customer Convenience- with the objective of increasing Customer Persistency, Loyalty and Relationship.

- Drive high energy cross functional internal & external stakeholder teams championing process improvement of varying complexities in digital space.

Other Responsibilities :

- End to end ownership for mapping, implementation and roll out for customer journey across the organization.

- Run design thinking sessions, review current customer journeys in place, re-define the same to design industry leading - Best In Class- journeys

- Understand the key interactions in the customer life cycle and drive relevant changes through the use of technology and data driven insights

- Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touch points

- Coordinate with cross functional teams to ensure effective implementation and roll out of initiatives

- Manage core team of representation from technology, business, data analytics, operations which will work jointly to implement the customer journeys

- Jointly responsible for business outcomes for the selected Customer Journey and managing KPIs such Turn Around Time, NFTR %, Customer Experience Index etc.

- Drive the development of a reporting/meetings frame work and tracking of the KPIs

- Work closely with the relevant Business Heads to deliver end state Customer Journeys with the desired Business outcomes

- Provide regular updates to the Senior Leadership on the progress made and highlight bottlenecks/issues if any

- Should be able drive digital agenda for the organization

- Should have managed a team of agile experts and have experience in implementing projects at scale in BFSI

- Experience of developing and maintaining effective relationships with Executives and

- Experience Senior Managers for effective project in CX Transformation completion.  Should projects & service delivery have worked in a Ability to compliance driven atmosphere & aware take and end to end view across the of regulatory customer journey guidelines .Ability to Conversant inter pretend evaluate with best market practices/ assessment information and make authoritative approach

- Should be recommendations. Knowledge of 5 to 15 years of able to drive Competition and experience automation for customer experience current trends in financial industry

- Used technology to service BFSI Product and Process knowledge customers at scale along with a boutique 

- Deeply familiar with agile ways of working, team of people to ideally with a CX service escalations certification

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.