Job Role - Customer Experience Manager

Location - Lower Parel, Mumbai

Experience - 08 -15 Years
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 prospects.
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 (India)
🏢 HDFC Bank
📍 India