Head - Customer Experience - Wealth Management - Bank

Company is looking Role of Head - Customer Experience (Wealth Management) is to define customer experience strategies for the Relationship Managers handling HNI clients (Domestic and NRI) and position as the key driver for winning customer loyalty. 

The role holder is responsible for developing, implementing and analyzing HNI customer engagement strategies and KPIs for our products and services from a customer experience viewpoint. This will involve consulting with HNIs to develop and deploy scalable marketing and digitally focused Omni channel strategies to drive participant engagement leading to increased relationships. The role holder is responsible for defining, designing and driving the development and management of the features and functionality of the bank's HNI experiences.

- Undertake Projects on improving customer experience across the HNI touch point as per management needs and industry trends.

- Envision Strategy, Process design activity, and the Implementation of the change in all its dimensions to enhance customer experience

- Develops and implements strategic, tactical and operational customer engagement plans, programs, and initiatives to align in line with the division's objectives.

- Manages and controls the operating framework for the department, provides guidance and support, ensures implementation and review of work processes in order to achieve high performance standards and continuous improvement.