- End to end ownership for mapping, implementation and roll out for customer journeys. Devising Strategy for customer lifecycle management through course of the relationship with the customers
- design the best in class customer journeys and drive the implementation of these journeys.
- Understand the customer lifecycle and drive relevant changes through use of technology and data driven insights
- Custodian of the CRM platform (SFDC) responsible for all enhancement projects
- Drive high impact projects delivering process transformation and quality improvement across business functions
- Ensuring service Quality across all servicing channels - Branch, Call centre, Email, Digital Channels, product and process
- Design and Operationalise processes on servicing and grievance handling.
- Trend, RCA analysis and Gap identification on complaints and Escalations and work with leadership stakeholders to improve processes
- Responsible for all CX related learning across the organisation along with Learning and Development teams
- Devise and prepare the training manual, module and operationalise training programs in coordination with L&D team
- Support and augment the customer experience platforms across the organisation
- Quality measurement for all servicing channels
Qualification : Graduate /MBA
