Role Purpose
Drive and enhance customer experience across digital channels, including Net Banking, Mobile App, Chat, Self-service, and digital communications. The role focuses on improving customer journeys, increasing digital adoption, and delivering seamless, customer-centric experiences.
Key Responsibilities
- Map and optimize end-to-end digital customer journeys.
- Identify customer pain points and drive improvement initiatives.
- Analyze customer feedback, NPS, CSAT, and digital usage data to generate actionable insights.
- Partner with Product, Technology, Operations, and Marketing teams to implement CX enhancements.
- Drive digital adoption and improve engagement across channels.
- Monitor CX KPIs and track the impact of experience improvement initiatives.
Experience & Qualifications
- 10-12 years of experience in Customer Experience, Digital Transformation, Product Management, or Digital Channels.
- Experience in customer journey mapping, VOC programs, and digital analytics.
- Bachelor's degree required; MBA or equivalent qualification preferred.
Skills & Competencies
· Functional Skills:
o Customer Journey Mapping
o Design Thinking & Service Design
o Digital Channel Management
o Voice of Customer (VoC)
o Customer Analytics
o UX/UI Understanding
o Process Improvement
o Stakeholder Management
· Behavioral Competencies:
o Customer Obsession
o Data-Driven Decision Making
o Strong Communication & Presentation Skills
o Problem Solving
o Collaboration & Influencing
o Strategic Thinking
o Change Management
Success Metrics
- Improvement in NPS, CSAT, and CES
- Increased digital adoption and self-service usage
- Reduced customer complaints and journey drop-offs
- Enhanced engagement and conversion across digital channels
Posted August 25, 2026
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