CX CAPA Specialist

Yes Bank; Mumbai Suburban; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Yes Bank is seeking a CX CAPA Specialist in Mumbai to lead root cause analysis for customer complaints across banking products and channels. You will identify process gaps and drive corrective and preventive actions to enhance customer experience.

You will coordinate with business, operations and technology teams, update SOPs and track improvement projects, Kaizens and complaint-reduction metrics, sharing progress with stakeholders.

Qualifications

• 8-10 years of experience in banking operations, customer experience, complaint management, or process improvement.
• Strong knowledge of banking processes and systems.
• Excellent analytical, problemsolving, and documentation skills.
• Ability to work with crossfunctional teams.
• Preferred: PMP / Process Management certifications.

Responsibilities

• Conduct detailed RCA for customer complaints.
• Identify corrective and preventive actions to reduce repeat issues.
• Coordinate with business, operations, and technology teams for process improvements.
• Update and standardize SOPs based on identified gaps.
• Track improvement projects, Kaizens, and complaint reduction metrics.
• Prepare and share progress reports with stakeholders.

Skills

Analytical skills

Problem solving

Documentation skills

Cross-functional teamwork

Banking domain knowledge

Job description

Job Title

CX CAPA Specialist

Experience

8-10 years

Location

Mumbai

Job Description

We are looking for a CX CAPA Specialist responsible for conducting Root Cause Analysis (RCA) for customer complaints across banking products and channels. The role involves identifying process gaps, recommending corrective and preventive actions, and supporting continuous improvement initiatives.

Key Responsibilities

• Conduct detailed RCA for customer complaints.
• Identify corrective and preventive actions to reduce repeat issues.
• Coordinate with business, operations, and technology teams for process improvements.
• Update and standardize SOPs based on identified gaps.
• Track improvement projects, Kaizens, and complaint reduction metrics.
• Prepare and share progress reports with stakeholders.

Requirements

• 8-10 years of experience in banking operations, customer experience, complaint management, or process improvement.
• Strong knowledge of banking processes and systems.
• Excellent analytical, problemsolving, and documentation skills.
• Ability to work with crossfunctional teams.
• Preferred: PMP / Process Management certifications.