Role & Responsibilities:

1. 360 degree customer communication Ensure consistency, correctness of all customer interactions in the form of email/sms/welcome letters/whatsapp/physical letters

Own the communication lifecyle of the customer - recommend changes in the process, content

2. Bringing solutions to life Document comprehensive Business requirement documents, alogn with BSG, to be shared with the technical team for development

Engage with the IT team to ensure timely delivery

- Manage vendors to conduct User Acceptance Testing

- Ensure solutions are adopted as per design Connect with the ground users to ensure functionality is being used as expected

Use the feedback loop to make necessary changes post go-live

- Create metrics for the solution/ functionality and track adoption against the metrics





- Make data speak Perform comprehensive data analysis to share actionable insights

Analyse the business numbers to track and monitor process metrics

- Report progress against the metrics to senior management'

'1. Approval of all communication being sent to customer

- Siddhi call analysis - process improvement and adoption

- Siddhi meeting form revision'

Experience:

- 6-10 years experience in banking
- 6-10 years experience in customer communication/experience ' ' Crisp articulation of problem definitions and solutions implemented

Ownership driven mindset with an abilty and intent to reduce dependencies and get things done

- Excellent communication skills (verbal and written)

📌 RB - RP&F:Customer Experience and Technology Team (Mumbai)
🏢 Axis Bank
📍 Mumbai