Customer Excellence Manager (3-5 Yrs) Mumbai/Bangalore (After-Sales/Customer Service)

Our Culture :We cultivate a culture of innovation, inclusion for all employees and respecting their individual strengths, views, and experiences. We thrive on the diversity of our talent in all forms and see it as a strength in building high-performance teams across brands.As we rewrite the commerce in India, change is the only constant in our day to day livesBasic Information :- Role Title : Assistant Manager/Manager- Work Location : Mumbai/Bangalore- Work Experience : 3-5 years About the Team :Customer Experience team being the custodians of the customers, is the central team ensuring to provide best-in-class experience for the customers by closely collaborating with cross-functional teams across the organizationRoles and Responsibilities :- Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce customer contacts- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.- Create BRDs, SOPs, etc. and collaborate with various cross-functional teams to implement enhancements- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified- Proactively identify trends of CX metric to prevent / identify customer impacting issues- Be data-driven, translating insights into actionable improvements through customer journey mapping and process optimization.- Liaise with multiple design / product / business teams stakeholders to implement the necessary changes- Review the process/strategy for new constructs from end-to-end customer experience point of view- Design & create workflow for Self service options for customers to improve the experience- Design & create Customer Service chatbot journeys to resolve complex problems in a structured manner- Monitor effectiveness of bots and self serve tools, understand customer feedback and take corrective actionsCompetencies Critical for the role- Program Management- Stakeholder Management- Problem Solving - Communication skillsDesired Skills and Experience- Educational Qualifications - Required: Graduate- Preferred: NA- Professional Certifications: NA- Experience : 3-5 Years working in Customer Experience in Financial Services Products preferably in Investments (ref:updazz.com)

Payroll Type : Permanent