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