12 Sep
|
Ans Placements
|
Mumbai
12 Sep
Ans Placements
Mumbai
Job Description
Location Mumbai
nMinimum experience 8 years
nBasic Roles
n
- n
- Defined and implemented a bank-wide Customer Experience (CX) strategy aligned with business goals and regulatory expectations.n
- Developed and implemented the Bank's first- centralized branch surveillance structure and Service Quality Framework – acting as the solid line of defense for bank.n
- Championed a culture of customer centricity across all business verticals and service channels and branchesn
- Led customer journey mapping initiatives across branch, digital, and contact centre touchpoints.n
- Established the Voice of Customer (VoC) framework for actionable insights via NPS, CSAT, and complaint data.n
- Partnered with technology, operations, and product teams to embed CX metrics into transformation programs like Core Migrationn
- Strengthened customer-first culture via training, audits, and feedback loops.n
📌 Head of Customer Experience (Mumbai)
🏢 Ans Placements
📍 Mumbai