Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience Job Vacancy in Kotak Mahindra Mumbai, Maharashtra – Latest Jobs in Mumbai, Maharashtra

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name :
Kotak Mahindra
Location : Mumbai, Maharashtra
Position : Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Job Description : Job Role Description:
Job Role
Responsible for running the customer VOC program daily (NPS) across various touch points of the bank – would be for select LOB’s
The incumbent will be responsible for designing the survey questions, identification of customer data set, and executing the projects.
S/he is required to manage the day-to-day operations with the CEM vendor & IT team
S/he will be expected to publish the monthly scores – these will be made available by LOB, Geography, and per sales hierarchy for various projects
The incumbent will be expected to identify the key customer concerns – areas of improvement.
Job will involve engaging with the business on a regular basis to drive NPS lead business improvement program – keeping the track progress on the issues identified thru’ the NPS survey will be a part of the job role
Skill sets requires:
High level of Customer orientation
Project management skills
Result oriented
Has excellent communication skills – including verbal, written and presentation
Working knowledge of Microsoft excel & power point
Vendor management skills
Persuasive & Persistent
Good understanding of Net Promoter Score NPS framework preferable
In-depth knowledge of customer journey, journey maps, drivers of experience.
Ability to work effectively with senior management, cross functional teams and external vendors

This post is listed Under  Mumbai jobs

Disclaimer : works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company