Job Description

• Lead the design and enhancement of the 'Digital ' customer journeys to elevate overall experience.
• Drive digitization projects for products/services, promoting self-service banking adoption.
• Utilize data analytics to identify trends and drive actionable insights for digital adoption and efficiency improvements.
• Support the development and management of the bank's 'Digital CX' function.
• Collaborate across teams to digitize customer query resolution and complaints handling.
• Oversee all digital touchpoints (Omni-channel) for various products.
• Develop comprehensive customer experience insights and analytics portfolios.
• Align bank functions for customer-centricity and create performance dashboards.
• Craft customer journey maps for world-class experience delivery.
• Cultivate a customer-centric culture and capture customer feedback for improvements.
• Develop strategies to reduce customer contacts and drive operational efficiencies.
• Ensure first-time resolution focus, aiming for FTR & FCR excellence

Key Responsibilities:

📌 Digitization & Automation Manager (Navi Mumbai)
🏢 Unity SFB
📍 Navi Mumbai