Manager/Senior Manager/AVP - Customer Experience - BFSI - IIM/FMS/MDI/XLRI

Urgent Job Opportunity as Manager/Senior Manager/AVP- Customer experience based at Mumbai

Job Description :

The incumbent will be part of a team that is responsible for improving the overall brand experience of new or existing customers. This includes improving the purchase experience, service experience, branch experience as well as the exit experience. The incumbent will be a key contributor to the Customer Experience team with a strong focus on translating the brand promise into reality.

Key Action Areas :

The job responsibilities include :

- Map consumer journeys and make brand interventions at various touch points through discussions with internal teams and external consultants, agencies and subject matter experts to create road-maps for a best in class experience

- Independently lead key projects / initiatives that improve Brand Experience scores and / or increase profitablity and loyalty

- Work with cross-functional teams to improve specific customer issues

- Support role out of brand interventions across customer service touch points

- Build wide impact campaigns to improve the brand experience of existing customers

- Drive initiatives to standardize and brand the way we sell and serve

- Track and monitor the overall performance on Net Promoter Score (surveys) and other BX (Brand Experience) parameters

Key Relationships :

- Product/Business Teams, Advertising/Design Agencies, Senior Management, MD's office

Competencies Required :

- Close attention to detail, accuracy, follow-through and excellent organizational skills.

- Strong process orientation & ability to work with data

- Ability to work with cross functional teams & influence people

- Required Experience in dealing with advertising, research or design agencies

- Previous experience in an analytical or project management role

- Experience in consumer insights, quantitative research or data science

Academic Qualifications :

Required : MBA in Marketing from a Tier 1 Business School

No. of Years of Relevant Work Experience : 2-10 years experience in Marketing, Consumer research, Customer Service and/or Project Management

Kanchan