HDFC Bank - Lead - Customer Experience & Strategic Initiatives

Job Purpose :

Design, Develop & Deploy Strategic Customer Experience initiatives for the bank. Manage ideation stage to implementation stage for critical projects to grow and protect existing revenue streams, improve Customer Experience.

Job Responsibilities :

- Customer Life cycle management initiative ( Non Managed Base) - Drive customer campaigns (aligned to deliver Value enhancements, attrition reduction, HNW/ RM /corporate salary a/c - attrition and resign framework)

- Proactively identify the Non Managed customer servicing needs and design campaigns to engage, and guide customers for increased usage of the product.

- Drive operational efficiencies within the center and motivate the staff to achieve business goals. Partner with Product team to train & motivate the call center staff

- Drive sales lead closure effectively by adopting DAP journeys and coordination with branch staff

- Analyze Primary usage & retention data, establish trends, Prepare decks for Steercom & Minute the discussions

Analytics & Customer Insights led initiatives & reporting :

- Maintain MIS for all activities and ensure timely publishing

Outside in feedbacks to improvise :

- Plan intervention to generate customer insights to derive strategic inputs & opportunity identification.

- Active involvement with all stakeholders across value chain and seek feedback from clients & employees to improve services and product development

- Execute the Customer Panel initiatives - Define the program guidelines & Execute the panel discussions with RBLT SPOC- s

- Channelize the VOC 's & dovetail the same into strategic process improvement initiatives in collaboration with stakeholders.

- Support strategic initiatives such as ( Sprinklr, digital initiatives etc.) - Work with Digital, IT, CCT teams and identify the case studies and partner in developing solutions relevant to customers.

Educational Qualifications :

- Graduation

- Post-Graduation : MBA

Certifications :

- Strategic thinking

- Communication & Presentation skills (written, Oral & visual)

- People management

- Business Focus / Analytical skills

- Project management

- Collaboration and Influencing Skills

- Banking Product & Process Knowledge

- Planning and Organizing Skills

- Knowledge of Competition & Current trends in financial Industry.

Experience Required :

- Minimum experience - 12- 20 years

- Previous experience in heading Customer Service, Experience verticals in BFSI sector (Pref. Banking)

- Customer Relationship, Escalation management

- Program managing process initiatives based on consumer insights

- People / Project management experience