Role Overview

This role leads the design, implementation, and governance of customer experience measurement systems across the bank, including NPS®, TNPS®, RNPS®, and other CX metrics. In addition to analytics, the role plays a critical function in solutioning — working closely with cross‑functional business teams to identify root causes, co‑create solutions, remove friction, and drive measurable improvements in NPS and customer satisfaction.

The role requires strong analytical skills, influence without authority, and the ability to bring teams together to solve customer pain points end‑to‑end.

Key Responsibilities

1. Customer Experience Strategy, Metrics & Governance

- Define, manage, and evolve key customer experience KPIs including TNPS®, RNPS®, CES and satisfaction metrics.
- Build, maintain, and enhance CX performance dashboards for leadership visibility.
- Establish governance routines to ensure continuous measurement, structured feedback flows, and transparent reporting.

2. Data Analytics, Insights & Root-Cause Analysis

- Oversee collection and analysis of customer feedback across touchpoints and channels.
- Conduct root‑cause analysis (RCA) for low‑scoring journeys, segments, or themes emerging from Voice of Customer (VoC).
- Analyze verbatim comments to identify recurring issues, systemic failures, and friction in customer journeys.
- Translate complex data into actionable insights through compelling PowerPoint storyboarding for leadership and business teams.

3. Solutioning & NPS Improvement

- Work closely with product, operations, marketing, branch banking, service,



and risk teams to co‑create solutions for issues identified through VoC and NPS results.
- Facilitate cross-functional problem‑solving meetings to address key friction points.
- Develop action plans and work with business owners to ensure closure of identified issues.
- Track impact of solutions and measure improvement in NPS, CES, and other CX metrics post‑intervention.
- Own the "friction‑reduction agenda" across priority customer journeys.

4. Customer Feedback Management

- Lead the enterprise-wide approach to collecting, governing, and acting on customer feedback.
- Ensure feedback loops are closed by business units through systematic follow-ups.
- Manage third-party survey vendors ensuring quality, timeliness, and scalability of CX measurement programs.

Required Skills & Qualifications

- Bachelor’s degree in Business, Marketing, Data Analytics, or related fields (Master’s preferred).
- 3+ years of experience in customer experience, analytics, or related roles.
- Strong expertise in CX measurement frameworks (NPS®, TNPS®, RNPS®, CES, etc.).
- Demonstrated ability to conduct RCA and drive solutioning with cross-functional stakeholders.




- Robust analytical and data interpretation skills with ability to convert insights into business solutions.
- Proficiency in building executive-level PowerPoint presentations and visual analytics dashboards.
- Experience working with CX platforms (e.g., Qualtrics, Medallia, etc.).
- Excellent stakeholder management, communication, and influencing skills.
- Ability to thrive in fast-paced, matrixed environments and juggle multiple initiatives.

Preferred Qualifications

- Master’s degree or MBA.
- Experience in CX strategy or solutioning roles within large, matrixed financial institutions.

Responsibilities

Key Responsibilities:

- Monitor and investigate suspicious debit card transactions complaints
- Ensure compliance with regulatory guidelines on fraud handling
- Handle customer complaints, recovery of funds and send rejection/closure communications
- Taking up for Shadow credit for eligible cases
- Track unusual events and ensure timely closure of cases
- Raise alerts and coordinate with branches and other banks for CCTV images / footage
- Prepare MIS reports and dashboards
- Update NPCI & DOT and manage internal/external communications
- Suggest process improvements based on fraud complaints received on monthly basis

Qualifications

Requirements:

- 2+ years experience in banking/fraud operations
- Strong analytical, communication and follow-up skills
- Proficient in MS Excel, Word & PowerPoint
- Knowledge of debit card frauds and regulatory norms
- Detail-oriented, proactive and risk-aware
- Communication skill : Kannada, Hindi and English

📌 Team Member-Customer Experience-HO & SUPPORT-Customer 360 (Bengaluru)
🏢 Kotak
📍 Bengaluru