Customer Experience Manager

Job Role - Customer Experience Manager

Location - Lower Parel, Mumbai

Experience - 08 -15 Years

• Lead the banks NPS program across channels including branch, contact centre, digital banking, lending, and payments.
• Manage transactional and relationship NPS, detractor recovery, and root-cause analysis.
• Reengineer processes related to onboarding, KYC, service requests, loan servicing, dispute resolution, and complaints management.
• Work with product, operations, risk, compliance, and technology teams to redesign customer journeys and eliminate pain points.
• Drive digitisation and automation initiatives to reduce TAT, improve accuracy, and enhance customer satisfaction.
• Build dashboards and MIS for senior leadership, highlighting customer insights and improvement opportunities.
• Embed a customer-first mindset across branches, operations, and service teams.
• Strong knowledge of NPS frameworks, VoC systems, and customer journey mapping.