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