Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Kotak Mahindra Bank Ltd; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Kotak Mahindra Bank Ltd. is seeking a Customer Experience professional to enhance the experience of a defined customer segment in Mumbai.

You will identify pain points along the journey, prioritize issues, and drive swift resolution by simplifying processes and revisiting policies. You will collaborate with multiple teams to implement improvements, conduct root-cause analysis, and lead initiatives around NPS and TAT to derive actionable insights for better customer satisfaction.

Qualifications

• Customer orientation is essential.
• Problem solving / analytical ability is essential.
• Project management skills are essential.
• Result orientation is essential.
• Understanding of business is preferable.
• Appreciation of technology is preferable.
• Good written and oral communication skills.

Responsibilities

• Improve overall customer experience of the assigned customer segment.
• Identify customer pain areas across the customer journey.
• Prioritize and resolve customer issues by simplifying processes and relooking at policies/practices.
• Collaborate with cross-functional teams to drive improvements as part of the root cause analysis framework.
• Perform root cause analysis of complaints to identify actions and closure of action points quickly to reduce complaints and TAT improvement.
• Drive strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience.
• Identify and drive automation of manual processes.

Skills

Customer orientation

Problem solving

Project management

Result orientation

Understanding of business

Appreciation of technology

Communication skills

Job description

Job Role :

• The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
• S/he will have to identify customer pain areas across the Customer journey.
• Prioritize & resolve the customer issues by simplifying process, relook at policies / practices
• Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
• Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement
• Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience
• Identifying and driving automation of manual processes

Job Requirements

• Customer orientation - Essential
• Problem solving / Analytical – Essential
• Project management skills – Essential
• Result Orientation – Essential
• Understanding of business - preferable
• Appreciation of technology – preferable
• Good communication skills – written and oral