Job Requirements Job Title Analyst-RCA-Customer Experience Department Function Service Customer Experience Job Purpose As an Analyst - Root Cause Analysis RCA Customer Experience you will play a key role in identifying the underlying causes of customer complaints and escalations Your primary objective will be to uncover process gaps risks and systemic issues across the customer lifecycle and recommend actionable solutions to enhance service delivery and customer satisfaction Roles Responsibilities Conduct root cause analysis of customer complaints and escalations across various touchpoints Identify process gaps risks and recurring issues across people processes and technology Recommend corrective and preventive actions to improve customer experience and reduce future escalations Review internal processes and benchmark against industry best practices in the financial services sector Secondary Responsibilities Collaborate with product and process teams to stay updated on changes in policies procedures and offerings Maintain a strong understanding of the bank s products and services to contextualize findings effectively Robust analytical and problem-solving skills Attention to detail with the ability to identify gaps and inefficiencies Good communication and collaboration skills to work across teams Awareness of customer lifecycle and service delivery frameworks Educational Qualifications Graduation Bachelor of Commerce B com Bachelor of Science B Sc Bachelor of Arts BA Bachelor of Business Insurance BBI Bachelor of Management Studies BMS Post-Graduation Master of Business Administration MBA Master of Commerce M com Master of Arts MA Experience 2 - 5 years of relevant experience

📌 Analyst-rca-customer Experience (Mumbai)
🏢 IDFC FIRST Bank
📍 Mumbai