Customer Experience Manager – NPS & Process Reengineering (Banking Sector)

HDFC Bank; Mumbai; Sur place; INR 1 600 000 - 2 400 000; Plein temps

Résumé du poste

HDFC Bank Limited is seeking an experienced Customer Experience professional to lead the NPS program and drive process improvements across retail and corporate banking touchpoints.

The role focuses on strengthening service quality, simplifying branch and digital journeys, and reducing customer effort through cross-functional collaboration and data-driven insights.

Qualifications

• 8–14 years of experience in customer experience or transformation roles in banks or financial institutions.
• Deep knowledge of NPS frameworks, VoC systems and journey mapping.
• Hands-on process reengineering, preferably Lean/Six Sigma.

Responsabilités

• Lead the bank’s NPS program across branches, contact centres, digital banking, lending and payments.
• Manage transactional and relationship NPS, detractor recovery and root-cause analysis.
• Reengineer onboarding, KYC, service requests, loan servicing and complaints handling.
• Collaborate with product, ops, risk, compliance and tech to redesign customer journeys.
• Drive digitisation and automation to reduce turnaround time and improve accuracy.
• Build dashboards and MIS for senior leadership with customer insights.
• Foster a customer-first mindset across branches, operations and service teams.

Connaissances

Customer Experience

NPS

Process Re-engineering

Digital Experience

Banking Sector

Description du poste

Key skills - Customer Experience, Net Promoter Score, Financial Services, Process Re-engineering, Digital Experience

Job Role - Customer Experience Manager – NPS & Process Reengineering (Banking Sector)

Experience - 8 to 14 years

Role Summary

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

Key Responsibilities

• Lead the bank’s 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
• Embed a customer-first mindset across branches, operations, and service teams.

Skills & Experience

• 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,