Role & responsibilities

- Lead projects for various products and services that drive journey digitization, promoting self-service banking adoption.

- Utilize data analytics to identify trends and translate them into actionable insights to drive digital adoption, increase STP rates, and reduce TAT times.

- Manage all digital touchpoints (Omni-channel) for customers across various products and verticals.

- Devise strategies to reduce contacts (Calls/Emails/Other Channels) to deliver a frictionless and seamless experience without customers needing to reach out to the bank for every query or request.

- Drive operational efficiencies through initiatives such as:

- Monitoring TAT (Omni-channel) and improving through building efficiencies and automation projects.

- Publishing key metrics including volumes, TATs, and other CX metrics regularly.

- Anticipating roadblocks, additional work, and potential escalations.

- Reviewing processes and controls periodically to ensure risk management.

- Create and set a high-performance culture within the team, ensuring an employee-first approach to deliver a world-class customer experience





- Oversee vendor onboarding, manage contracts etc.

- Implement new-age technology solutions including voice & chat BOTs etc.

Preferred candidate profile

- Should have demonstrable experience in completing process improvement projects, resulting in improved CSAT, NPS and quality of service delivery

- Should have in-depth knowledge and expertise in various CRM/ CBS and ticketing tools like ZOHO, Lead Squared, Salesforce, Zendesk, Turing and Freshdesk etc.

- Proven communication skills to inspire and influence people at all levels, inside and outside the organization.

- Should be an action-oriented leader who will drive continuous improvement from a Customer Experience perspective and bring outside-in perspective to improve CX metrics

- Excellent MS office skills Excel & PowerPoint

- Strategic thinking with solid analytical skills.

- 12 - 16 years of experience in customer experience role within Banking/ NBFCs or Financial Institutions. Email- [email protected]

📌 Lead Digitization & Automation - Customer Excellence (Navi Mumbai)
🏢 Unity Small Finance Bank
📍 Navi Mumbai