Lead - Client Experience Transformation - BFSI

- Review Customer Journeys across Digital and Non Digital touchpoints, identify customer pain points from various internal/external indicators and recommend actions to address the pain points to make the journeys Seamless and Easy for the customers

- Undertake Projects on improving customer experience across the offline/online touchpoints as per the customer needs

- Work with the business units to design action plan to improve the customer experience scores with clearly defined milestones and deliver significant improvement on customer experience metrics viz. NPS, complaints ratio, Repeat Complaints and input metrics etc.

- Anchoring ongoing initiatives related to enhancing customer experience across the bank and providing regular updates to the senior management

- Identify process automation opportunities and work with Digital team to improve registrations, usage and features

- Execute and manage escalated problem resolution

- Push innovation in the customer journeys by scanning the market, competition Benchmarking - Deep understanding of our customer through benchmarking, research, analysis related to customer loyalty

- Reengineer and reimagine Processes & Systems and communications