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 crossfunctional business teams to identify root causes, cocreate 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 endtoend.

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 rootcause analysis (RCA)for lowscoring 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 cocreate solutionsfor issues identified through VoC and NPS results.




- Facilitate cross-functional problemsolving 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 postintervention.
- Own the frictionreduction 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.
- Strong 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 quick-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.

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