Lead - Customer Experience - Retail Liabilities

Role summary and key responsibilities :

1. Our liabilities business is presently one of the fastest growing in the industry both in terms of customers and size of the book, coming on the back of superior product proposition and industry leading digital capabilities

2. In next few years, we want to grow the liabilities book by at least 4-5x. In line with overall strategy of the bank, we will build and scale up truly transformational digital, analytics and organizational capabilities which will enable us to acquire high quality customer base and then build deep banking relationship with them to drive this growth

3. As part of this ambition, we want to create country's best digital-led engagement channels to service and engage our most premium customers

4. The operating model for this engagement channel and portfolio management would be significantly differentiated from traditional setups both in terms of people and tech capabilities.

5. Our intent is to go to market and differentiate our product in the market on the back of the experience and engagement delivered through this channel for our customers

- We are looking to hire a strong member in the Customer Experience & People Capabilities team who would be a key enabler in the non-linear growth of the liabilities book of the bank.

- You will report directly to the Head - Customer Experience & Channel Management, Retail Liabilities.

- You will be responsible for all aspects of customer experience including:

1. Own Customer Experience

a) Taking ownership of the end-to-end customer experience, including the discovery phase (customer's initial interaction with the channel), pre-interaction, interaction, and post-interaction stages

b) Continuously monitor and evaluate customer touchpoints to identify areas for improvement and implement necessary changes.

2. Responsible for quality of conversation

a) Define KPIs and metrics to measure the quality of customer conversation and overall customer experience; establish benchmarks and targets for customer satisfaction, response time, resolution time, and other relevant metrics

b) Track and analyze KPIs regularly to identify trends, patterns, and areas for improvement

c) Review and optimize customer interaction scripts, ensure they are customer-centric, effective, and aligned with customer feedback and industry best practices d) Collaborate with training teams to provide coaching to channel teams, ensuring consistent and high-quality customer conversations

3. Design digital processes and tooling

a) Identify and implement digital tools and solutions to streamline customer interactions and improve efficiency

b) Ensure a seamless and user-friendly digital experience across channels, including websites, mobile apps, chatbots, and other digital touchpoints

c) Continuously evaluate and adopt emerging technologies and trends to stay at the forefront of digital customer experience

4. Responsible for customer servicing

a) Identify breakages in customer journeys, create backlog for changes and ensure timely execution

b) Define processes and matrix for servicing levels

c) Responsible for enabling servicing trainings including new features and products in collaboration with L&D team

d) Own enablement & tooling of service managers for faster resolution of customer service requests including identifying and implementing best in class technology, industry practices and trends

e) Co-own key servicing metrics: % service requests handled, TAT, # of escalations

5. NPS measurement and improvement

a) Define the process, methodology, and tools to measure NPS for each channel

b) Track, analyze, and report NPS results for each channel, identify hacks and implement strategies for improvement

Key skills and background :

- Collaboration ninja who is pro at building excellent relationships with customers and stakeholders

- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and senior management

- Challenger mindset & passion to challenge status quo to find innovative solutions to drive out of the box ideas

- Believer in entrepreneurial culture of brutal ownership, transparency, and trust

- Strong leadership and management skills, with a track record of building and managing high-performing teams

- Hustler, with understanding of consumer/ banking/ fintech products & journeys

- Strong project management skills, with the ability to manage multiple projects simultaneously

Minimum qualification : 7 to 10 years of relevant work experience in customer experience, quality management and servicing roles across banking / financial services / fintechs / consumer tech companies