Job Title: Lead - Client Experience Measurement & Analytics
Location: Gurgaon
Reports To: Head - Client Experience
Job Responsibilities:
Responsible for Customer Experience Improvement to enhance the Life and Value of customers, through Voice of Customer Measurement, Analysis and identification of improvement actions and recommendations to the business units.
Activities:
- Manage and monitor customer life-stage based client experience measurement program (NPS) for Banking products to ensure bottoms up ownership of CX metrics
- Design and implement customer experience measurement framework across various products within Retail and Wholesale banking.
- Perform primary and secondary research and analytics to establish deeper and effective insights on the level of customer relationships, pain points/expectations, market trends to bridge gaps in customer experience.
- Develop Insights through analysis to demonstrate the linkage between NPS and Business/Engagement Vectors to build a culture of customer ownership and impact business outcomes
- Work with the business units to design action plans to improve the customer experience scores (Net Promoter scores, Complaints ratio, CX metrics etc.) with clearly defined milestones and deliver significant improvement on customer experience metrics.
- Anchor ongoing initiatives/projects related to enhancing customer experience across the bank
- Prepare and present regular updates to the senior management and Customer service committee meeting on the customer insights, actions and outcomes.
- Oversee and improve cx measurement process to ensure alignment with the defined SOP and market practices.
- Regular engagement and performance review of external partners (for CX measurement) to ensure that the organization gets the best value from the relationship.
Education and Work Experience Requirements:
Education/Skills:
- Good communication & convincing skills
- Ability to deliver results and handle pressure
- Knowledge of Data Analysis tools
- Conversant with Advance excel, word, PPT and sound presentation skills
- Ability to learn, drive & motivate teams
- Proficiency in SQL Queries/Data mining/Database Management Work Experience
- 15+ years in banking and driving enterprise level customer experience
- Sound knowledge of customer facing banking/Financial Services processes and back end operation processes
- Experience in driving NPS Program at organization level
- Should have worked in a compliance driven atmosphere & aware of regulatory guidelines
- Conversant with best market practices/ assessment approach
- Exposure to Market research/Relationship/Loyalty Study
Didn’t find the job appropriate? Report this Job
