Job Description

:Customer Experience Team
INTERNAL USAGE:
No. of Vacancies: 2 Mgrs / 2 SMs Reports to: SM/AVP
Is a Team leader? N Team Size: NA
Grade: Manager /Sr Manager
Business: Retail & wholesale operations Department:\xef\xbf\xbd Customer Experience Transformation Sub-Department: Consumer Insights /Customer Exp Measurement
Location: Worli \xef\xbf\xbd CO
About PTSE
Process Transformation and Service Excellence department aims to drive high impact projects delivering process transformation and quality improvement across business functions. The team supports and augments the customer experience platform across the bank (Retail, corporate banking, ATM, Phone banking and Digital banking) by carrying out service quality review for all products and processes , driving improvement across all service processes (both from design as well as processing perspective) and handling escalations in all three lines of business (Retail / loans / Credit cards).
About the RoleAs part of the mandate customer experience team runs continuous Cx measurement program (Voice of Customer program) to gauge the experience delivered to the customer. The Cx mandate is also to identify the areas which needs improvement and deliver that as a project along with Business & transformation teams.
Key Responsibilities\xef\xbf\xbd Work closely with the Cx lead to conduct analysis for the monthly de-brief sessions with Business teams to bring Voice of customer perspective\xef\xbf\xbd Conduct Root cause analysis on the customer feedback to understand the core issue leading to bad experience\xef\xbf\xbd Work closely with IT and BIU team to understand the underlying data structure and create/refine data streams/logics\xef\xbf\xbd Drive intelligence from Internal data and layer with primary customer feedback to build deeper understanding\xef\xbf\xbd Close co-ordination /collaboration with business , IT teams to ensure timely closure of projects\xef\xbf\xbd Conduct quick hypothesis testing/feedback surveys with internal & external customers\xef\xbf\xbd Conduct mystery shopping /benchmarking exercise to understand best practice and delivery of experience at last mile\xef\xbf\xbd\xef\xbf\xbd Liaise with agency partners to float new RFP , ensure quality check on the field work\xef\xbf\xbd Work with external technology partners to facilitate implementation of\xef\xbf\xbd the Cx platform , conduct POC\xef\xbf\xbds for new solution\xef\xbf\xbd Should be able to write and get sign-offs on BRD , CMC notes .\xef\xbf\xbd Liaise with stakeholders across CO and regional teams to understand their view point to sharply define the project charters\xef\xbf\xbd Create plan for every project and track milestones for closure
QualificationsOptimal qualification for success on the job is:\xef\xbf\xbd Post-Graduation from a recognized institute\xef\xbf\xbd 6-7 years of relevant work experienceRole Proficiencies:For successful execution of the job, a candidate should possess the following:o Candidate with previous banking experience or experience in service industryo Experience of working at Market research agencies /Client side in Insights roleo Excellent communication , Project management & collaboration skills is a must haveo Should be proficient with PowerPoint and excelo Should be a self-starterSkills:Refer to the About Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank