Segment Service Partner | Credit Cards Retail Assets Products | Bank

This Position is with leading Bank in Mumbai
Looking for candidates who has worked as Customer Experience into Credit Card experience.
Job Title Segment Service Partner - Credit Cards & Retail Assets Products
Job Location Mumbai
Team Size, if any 1-3 resources
JOB SUMMARY
To define and implement Customer Experience Strategy and Manage the Service Program for Credit Cards & Retail Assets Products of Consumer Bank. This highly visible leadership role will define and implement segment level customer experience strategy towards the senior management vision and increased business. The key is to engage, lead and champion client experience while delivering business results
DETAILED RESPONSIBILITY
- Segment service strategy definition and execution, in collaboration with the Segment heads
- Ensure holistic view of the customer experience at business segment level; develop the value proposition for the segment and all products and channels via design sessions
- Deep understanding of our customer through research and analysis related to customer loyalty; understand the competition, Customer insights, best practices & benchmarks
- Create customer experience improvement plan basis VOCs/NPS and influence implementation of key initiatives to improve results and drive customer loyalty
- CEX transformation journeys to make them effortless, including related governance with the Journey Owner + KPI definition
- Baseline/monitor current process flows, channel touch points, input metrics, hand-offs, pain-points and define an aspirational stage and execute them
- Develop recommendations on channel-wise changes to deliver enhanced client experience for the respective segment/products
- Identify process automation opportunities and drive Digital penetration
- Execute and manage escalated problem resolution, RCA and complaints reduction
- Monitor and measure customer service initiative on the agreed KPI
- Integral part of the process of defining service delivery processes, technology initiatives and models to deliver business results.
- Review of KPI Performance, Voice of Customers, Analysis, Actions etc. with the leadership teams
PREFERRED Skill Set / Education / Background
- Previous experience in business, service or Operations in Retails Assets and/or Credit Card businesses
- Experience in handling technology projects that have direct impact on client experience
- Strong knowledge of customer satisfaction drivers
- Demonstrated experience influencing leaders to drive the customer experience strategy and improvements across branch and electronic channels
- Strong analytics capability to integrate multiple data sources (research, complaints data, 3rd party data etc.) to inform decisions to drive client experience
- Knowledge of research methodologies and appropriate applicability of each
- Self-driven, Excellent leadership and relationship building skills
- Strong people management capabilities
- Post graduate degree in management