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Lead- Client Experience Transformation

15.00 to 20.00 Years   Gurugram   12 Jul, 2023
V- Konnect Associates
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryManagement Consulting / Strategy
Functional AreaFinance / Accounts / TaxGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Job Opening Details back to list Reference Code: VK22849 Job Title: Lead- Client Experience Transformation Category: Review Customer Journeys across Digital and Non Digital touchpoints, identify customer pain points from various internal/external indicators and recommend actions to address the pain points to make the journeys Seamless and Easy for the customersUndertake Projects on improving customer experience across the offline/online touchpoints as per the customer needsWork with the business units to design action plan to improve the customer experience scores with clearly defined milestones and deliver significant improvement on customer experience metrics viz. NPS, complaints ratio, Repeat Complaints and input metrics etc.Anchoring ongoing initiatives related to enhancing customer experience across the bank and providing regular updates to the senior managementIdentify process automation opportunities and work with Digital team to improve registrations, usage and featuresExecute and manage escalated problem resolutionPush innovation in the customer journeys by scanning the market, competition Benchmarking - Deep understanding of our customer through benchmarking, research, analysis related to customer loyaltyReengineer and reimagine Processes & Systems and communications Key Skills: Client ExperienceCustomer ExperienceTransformationCSATNPSClient SatisfactionClient journey,

Keyskills :
customer experience transformationbusiness unitscustomer loyaltycustomer journeysprocess automationcustomer experienceclient satisfactioncsatemaildesignloyaltymetricsresearch

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