Develop a deep understanding of existing process flows, applications and customer journeys to be able to get an in depth view of the business and product
Build a strong outlook towards constantly improving the customer experience journey at Acko
Analyze customer escalations in-depth to identify key failure points/root causes that led to the escalation
Liaise with the business teams to identify and fix process/product gaps, share other improvement opportunities etc. to strengthen the customer experience journey
Create and share a detailed RCA document along with case details, proposed short/long term solutions and timelines to address the root causes
Constantly challenge status quo to redefine and improve existing processes
Take ownership of building robust Standard Operating Procedures (SOPs) and scripts to provide a unique and bespoke experience to Acko customers
Send out regular LOB wise RCA status updates, quantify impact of escalations on metrics, share trends/other observations etc.
Share business level insights/findings based on RCA and analysis of escalations for relevant teams to take forward
Contribute in organization level initiatives pertaining to customer experience
Streamline/standardize processes across multiple LOBs and work with stakeholders to ensure best in class customer experience is delivered at Acko
