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