- 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