Unity Small Finance Bank - Head - Customer Experience

Roles and Responsibilities :

- Create company-wide goals to improve customer experience

- Meet with top level executives and department heads to discuss potential plans and initiatives to implement

- Conduct research to find out more about customer behavior and preferences

- Build a streamlined customer experience across all departments

- Figure out ways to increase customer satisfaction and build brand loyalty

- Identify problem areas within the company and find solutions for them

- Network with company stakeholders and business leaders to develop better strategies for customer experience

- Collect and analyze data to make well informed business decisions

- Gather feedback, such as surveys, from customers to learn more about their experience with the company

- Motivate team members to meet company goals and push for success

- Employing best practice and the latest methodologies in the industry, to understand customer needs (internal and external customers). This pertains to all lines of business.

- Defining, spearheading and leading visionary and unique Customer Experience practices across all lines of business. These practices should ensure that customer receive optimal service levels across all touch-points of interaction with Bank.

- Initiating, designing and leading a Customer Experience Program and vision to the Management for Bank's journey of Customer Experience for the next 5 years; while ensuring this is seen through to effective execution.

- Ensuring that customer experience is standardized across the bank; across channels, segments and regions, in line with the developed Customer Experience Program.

Skills Required

- 15+ years in Banking or Financial Institutions or Fintech

- BS/BA in computer science, MIS, or related work experience

- An ability to lead and inspire a professional function across multiple business lines and employee levels.

- Proven communication skills to inspire and influence people at all levels, inside and outside the organization

- Proven influencing skills with Senior Executives, the media and Boards

- Experience across a range of consumer services

- Local market knowledge is a must

- The role holder will have a passion for the customer, driven by treating customers fairly, with a clear understanding for the customer experience and key customer metrics, with a strong track record of delivering successful product propositions and marketing in a retail Financial Services environment

- Advocate of driving continuous improvement from a Customer perspective

- Personal credibility building and sustaining mutual trust/influence with colleagues at all levels, based on sound judgement

- Expertise and role modelling of values. Self-motivated and results driven

- Commercial knowledge of the impact of Customer experience on Balance Sheets