Customer Experience Champion

Company Name: 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