Customer Experience Manager NPS and Process Reengineering

Hdfc Bank; Mumbai; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

HDFC Bank is seeking an experienced Customer Experience professional to lead the Net Promoter System (NPS) program across channels, drive process improvements, and simplify both branch and digital journeys. The role focuses on reducing customer effort and strengthening service quality across retail and corporate banking segments.

The candidate will work with product, operations, risk, compliance, and technology teams to redesign journeys, embed a customer-first mindset, and deliver dashboards

Qualifications

• 10 to 15 years of experience in Customer Experience, Process Excellence, Service Quality, or Transformation roles within banks or financial institutions.
• Strong knowledge of NPS frameworks, VoC systems, and customer journey mapping.
• Hands-on experience in process reengineering (Lean/Six Sigma preferred).
• Good understanding of banking processes, regulatory considerations, and risk-control requirements.
• Excellent stakeholder management skills, with the ability to influence across business, operations, and technology

Responsibilities

• Lead the banks NPS program across channels including branch, contact centre, digital banking, lending, and payments.
• Manage transactional and relationship NPS, detractor recovery, and root-cause analysis.
• Redesign onboarding, KYC, service requests, loan servicing, dispute resolution, and complaints management.
• Collaborate with product, operations, risk, compliance, and technology teams to redesign customer journeys and eliminate pain points.
• Drive digitisation and automation initiatives to reduce TAT, improve accuracy, and enhance customer satisfaction.
• Build dashboards and MIS for senior leadership, highlighting customer insights and improvement opportunities.
• Embed a customer-first mindset across branches, operations, and service teams.

Skills

NPS frameworks

VoC systems

Customer journey mapping

Lean/Six Sigma

Stakeholder management

Digital banking

Process reengineering

Tools

Dashboards

Data analysis

Job description

Location

Kamala Mills, Mumbai.

Job Description

We are looking for an experienced Customer Experience professional from the banking industry to lead the Net Promoter System (NPS) program and drive process improvement across key customer touchpoints. This role will focus on strengthening service quality, simplifying branch and digital journeys, and reducing customer effort across retail and corporate banking segments.

Key Responsibilities

• Lead the banks NPS program across channels including branch, contact centre, digital banking, lending, and payments. Manage transactional and relationship NPS, detractor recovery, and root-cause analysis. Reengineer processes related to onboarding, KYC, service requests, loan servicing, dispute resolution, and complaints management. Work with product, operations, risk, compliance, and technology teams to redesign customer journeys and eliminate pain points. Drive digitisation and automation initiatives to reduce TAT, improve accuracy, and enhance customer satisfaction. Build dashboards and MIS for senior leadership, highlighting customer insights and improvement opportunities. Embed a customer-first mindset across branches, operations, and service teams.

Skills & Experience

• 10 to 15 years of experience in Customer Experience, Process Excellence, Service Quality, or Transformation roles within banks or financial institutions.


• Strong knowledge of NPS frameworks, VoC systems, and customer journey mapping.


• Hands-on experience in process reengineering (Lean/Six Sigma preferred).


• Good understanding of banking processes, regulatory considerations, and risk-control requirements.


• Excellent stakeholder management skills, with the ability to influence across business, operations, and technology