Job Role : Customer Experience (CX)Specialist
Key RoleResponsibilities :
Able to collaborate with stakeholders from variousdepartments involved in the CX program (CX champions, Process team,IT team etc.
for data insights and improvements
Capable to drive the CX champions to adhere to thecustomer service guidelines defined by the organization
Competent to help in institutionalizing the changesapproved in the CX program
Should be a goodteam player
Knowledge of being part of orimplementing CX transformation programs in theorganization
Should have experience ondefining and implementing a CX framework across theorganization
Should be hands on in terms ofdefining Customer Journey Mapping and Service Blueprints includingall customer touchpoints
Should be proactivein identifying improvement areas in the customer journey andsuggest solutions and ideas
Should be able tomap gaps identified in the journey mapping and translate them torequirements for improvements (people, process orsystems)
Should have an understanding of whatmetrics need to be captured for the CX program
Insurance domain knowledge would be a plus tohave.
Develop and execute a service andperformance development culture across the organization, establishcustomer experience standards, measurements and support tools toenhance customer experience and employee’sdevelopment.
Established customer experienceand quality objectives and goals for Business.
Develop, share and track Service CycleModels’ for every moment of truth for thecustomer.
Revamp existing alternate channelsand make them best in class for our customers.
Implement lifecycle management activities focusing oncard activation, usage, balance building and retention.
Setup the right metrics at all measurable points anddefine monitoring guidelines for process improvement, enhancecustomer experience and help build a positive image of thecompany / brand.
Establish strategic alliances / offers with lifestyle brands which result in higher customersatisfaction, increase loyalty and increase in share ofwallet .
Desired Skillsand Experience
Excellent communications and negotiationsskills
Proven leadership and managementexperience management
Knowledge and interestin Technology
Understanding of the customer experiencefunction
Excellent verbal, written andpresentation skills
Hard working multi taskoriented, excellent communication skills and very friendly withclients.
Ability to work under pressure