- Lead the banks NPS program across channels including branch, contact centre, digital banking, lending, and payments.
- Manage transactional and relationship NPS, detractor recovery, and root-cause analysis.
- Reengineer processes related to onboarding, KYC, service requests, loan servicing, dispute resolution, and complaints management.
- Work with product, operations, risk, compliance, and technology teams to redesign customer journeys and eliminate pain points.
- Drive digitisation and automation initiatives to reduce TAT, improve accuracy, and enhance customer satisfaction.
- Build dashboards and MIS for senior leadership, highlighting customer insights and improvement opportunities.
- Embed a customer-first mindset across branches, operations, and service teams.
- Robust knowledge of NPS frameworks, VoC systems, and customer journey mapping.
📌 Customer Experience Manager (Mumbai)
🏢 HDFC Bank
📍 Mumbai
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