RB - RP&F:Customer Experience and Technology Team

Role & Responsibilities:

1. 360 degree customer communication
* Ensure consistency, correctness of all customer interactions in the form of email/sms/welcome letters/whatsapp/physical letters
* Own the communication lifecyle of the customer - recommend changes in the process, content

2. Bringing solutions to life
* Document comprehensive Business requirement documents, alogn with BSG, to be shared with the technical team for development
* Engage with the IT team to ensure timely delivery
* Manage vendors to conduct User Acceptance Testing

3. Ensure solutions are adopted as per design
* Connect with the ground users to ensure functionality is being used as expected
* Use the feedback loop to make necessary changes post go-live
* Create metrics for the solution/ functionality and track adoption against the metrics

4. Make data speak
* Perform comprehensive data analysis to share actionable insights
* Analyse the business numbers to track and monitor process metrics
* Report progress against the metrics to senior management'
'1. Approval of all communication being sent to customer
2. Siddhi call analysis - process improvement and adoption
3. Siddhi meeting form revision'
Experience:
1. 6-10 years experience in banking
2. 6-10 years experience in customer communication/experience '
'* Crisp articulation of problem definitions and solutions implemented
* Ownership driven mindset with an abilty and intent to reduce dependencies and get things done
* Excellent communication skills (verbal and written)