Lead Digitization & Automation - Customer Excellence

Unity Small Finance Bank; Navi Mumbai; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Unity Small Finance Bank is seeking an experienced Customer Experience leader to drive digitization and self-service adoption across products. You will manage omni-channel touchpoints, analyze data to raise CSAT, NPS, and streamline processes, aiming for frictionless customer journeys.

Lead vendor onboarding, contract management, and implement modern CX tech such as voice/chat bots, while nurturing a high-performance team culture and risk-aware controls.

Qualifications

• 12–16 years of experience in customer experience role within Banking / NBFCs or Financial Institutions.
• Proven ability to deliver process improvements that improve CSAT, NPS and service quality.
• Strong communication skills to inspire stakeholders and drive change.

Responsibilities

• Lead projects for products and services that digitize journeys and promote self-service banking.
• Use data analytics to identify trends and translate them into actions for digital adoption and faster turnaround times.
• Manage omni-channel digital touchpoints across products and verticals for customers.
• Develop strategies to reduce customer inquiries and create frictionless experiences.
• Drive operational efficiency through automation projects and monitor key CX metrics.
• Publish key volumes, TAT and CX metrics; anticipate roadblocks and escalations.
• Review processes to ensure risk management and maintain a high-performance culture.
• Oversee vendor onboarding and contract management; implement new CX technology such as voice and chat bots.

Skills

Communication skills

Strategic thinking

Analytical skills

Tools

Zoho CRM

LeadSquared

Salesforce

Zendesk

Turing

Freshdesk

Microsoft Excel

PowerPoint

Job description

Role & responsibilities

• Lead projects for various products and services that drive journey digitization, promoting self-service banking adoption.
• Utilize data analytics to identify trends and translate them into actionable insights to drive digital adoption, increase STP rates, and reduce TAT times.
• Manage all digital touchpoints (Omni-channel) for customers across various products and verticals.
• Devise strategies to reduce contacts (Calls/Emails/Other Channels) to deliver a frictionless and seamless experience without customers needing to reach out to the bank for every query or request.
• Drive operational efficiencies through initiatives such as:
• Monitoring TAT (Omni-channel) and improving through building efficiencies and automation projects.
• Publishing key metrics including volumes, TATs, and other CX metrics regularly.
• Anticipating roadblocks, additional work, and potential escalations.
• Reviewing processes and controls periodically to ensure risk management.
• Create and set a high-performance culture within the team, ensuring an employee-first approach to deliver a world-class customer experience
• Oversee vendor onboarding, manage contracts etc.
• Implement new-age technology solutions including voice & chat BOTs etc.

Preferred candidate profile

• Should have demonstrable experience in completing process improvement projects, resulting in improved CSAT, NPS and quality of service delivery
• Should have in-depth knowledge and expertise in various CRM/ CBS and ticketing tools like ZOHO, Lead Squared, Salesforce, Zendesk, Turing and Freshdesk etc.
• Proven communication skills to inspire and influence people at all levels, inside and outside the organization.
• Should be an action-oriented leader who will drive continuous improvement from a Customer Experience perspective and bring outside-in perspective to improve CX metrics
• Excellent MS office skills Excel & PowerPoint
• Strategic thinking with strong analytical skills.
• 12 - 16 years of experience in customer experience role within Banking / NBFCs or Financial Institutions.