Customer Service/Customer Experience Role - Strategy - Bank - IIM/ISB/MDI/FMS

Given below the position details with a Leading Bank :

Position : Customer Service(CX) - Strategy

Location - Navi Mumbai

Education : MBA from a Premier Institute

Experience : At least 4-8 years' experience in Product management, Preferably in consulting, or Fintech or customer service(CX)

Description :

The candidate will drive overall strategy for all customer service channels. This role is pivotal in the bank being able to create customer moments of delight and reduce cost of service to enable the bank achieve its ~25% CASA growth, ~20% assets growth, ~2% ROA and 15-18% ROE 2029 aspirations

Job Skills :

Technical & functional skills

- Strong problem-solving and analytical skills

- Product leadership experience

- Experience in working and delivering outcomes in an Agile manner

- Strong understanding across lines of business

Soft skills:

- Excellent communication and collaboration abilities

- Strong organizational and project management skills

- Ability to translate complex technical concepts to non-technical stakeholders

Roles & Responsibilities :

- Customer insights from calls to reduce calls, and improve overall customer experience

- Strategy for driving service to sales, collections, and overall First connect closure on CX channels

- Drive customer adoption across CX initiatives

- Identify and build initiative pipeline for digital journeys

- Headcount planning based on overall strategy for call reduction

- Laise with business teams for overarching changes in product, assist forecasting team in adjusting their forecast models