1. 360 degree customer communication
. Ensure consistency, correctness of all customer interactions in the form of email/sms/welcome letters/whatsapp/physical letters
. Own the communication lifecyle of the customer - recommend changes in the process, content

2. Bringing solutions to life
. Document comprehensive Business requirement documents, alogn with BSG, to be shared with the technical team for development
. Engage with the IT team to ensure timely delivery
. Manage vendors to conduct User Acceptance Testing

3. Ensure solutions are adopted as per design
. Connect with the ground users to ensure functionality is being used as expected
. Use the feedback loop to make necessary changes post go-live
. Create metrics for the solution/ functionality and track adoption against the metrics

4. Make data speak
. Perform comprehensive data analysis to share actionable insights
.



Analyse the business numbers to track and monitor process metrics
. Report progress against the metrics to senior management
1. Approval of all communication being sent to customer
2. Siddhi call analysis - process improvement and adoption
3. Siddhi meeting form revision
. At least one of the following experiences is preferred
1. 6-10 years experience in banking
2. 6-10 years experience in customer communication/experience
. Crisp articulation of problem definitions and solutions implemented
. Ownership driven mindset with an abilty and intent to reduce dependencies and get things done
. Excellent communication skills (verbal and written)

📌 RB - RP&F:Customer Experience and Technology Team (Mumbai)
🏢 Axis Bank
📍 Mumbai