Our Culture :

We cultivate a culture of innovation, inclusion for all employees and respecting their individual strengths, views, and experiences. We thrive on the diversity of our talent in all forms and see it as a strength in building high-performance teams across brands.

As we rewrite the commerce in India, change is the only constant in our day to day lives

Basic Information :

- Role Title : Assistant Manager/Manager

- Work Location : Mumbai/Bangalore

- Work Experience : 3-5 years

About the Team :

Customer Experience team being the custodians of the customers, is the central team ensuring to provide best-in-class experience for the customers by closely collaborating with cross-functional teams across the organization

Roles and Responsibilities :

- Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce customer contacts

- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.

- Create BRDs, SOPs, etc. and collaborate with various cross-functional teams to implement enhancements

- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified

- Proactively identify trends of CX metric to prevent / identify customer impacting issues

- Be data-driven, translating insights into actionable improvements through customer journey mapping and process optimization.

- Liaise with multiple design / product / business teams stakeholders to implement the necessary changes

- Review the process/strategy for new constructs from end-to-end customer experience point of view

- Design & create workflow for Self service options for customers to improve the experience

- Design & create Customer Service chatbot journeys to resolve complex problems in a structured manner

- Monitor effectiveness of bots and self serve tools, understand customer feedback and take corrective actions

Competencies Critical for the role

- Program Management

- Stakeholder Management

- Problem Solving

- Communication skills

Desired Skills and Experience

- Educational Qualifications

- Required: Graduate

- Preferred: NA

- Professional Certifications: NA

- Experience : 3-5 Years working in Customer Experience in Financial Services Products preferably in Investments

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