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- Tasks: Lead the charge in enhancing customer experiences across all branches and touchpoints.
- Company: Join a forward-thinking bank dedicated to customer service excellence.
- Benefits: Competitive salary, training opportunities, and a vibrant work culture.
- Why this job: Make a real difference by shaping customer journeys and driving satisfaction.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
The predicted salary is between 36000 - 60000 £ per year.
Responsibilities
- Capability building in branches to provide excellent customer service experience. Design and formalize strategies and learnings from best practices.
- Define & Design customer service delivery standards for Branch Banking.
- Monitor and Review customer journeys, products across all touchpoints (Branch, Online, personal meetings, BOC) as per defined standards.
- Responsible for reviewing customer centric processes. Set a clear mission and deploy strategies focused towards that mission.
- Help building necessary capabilities to record customer interactions in branches and across touchpoints.
- Identify the training, L&D needs for the branches related to Customer service. Empower front line to provide better customer experience.
- Define and design metrics & measurements to track customer experience with branches (NPS, TNPS, Mistry Shopping, RCU)
- Follow up and review customer complaints (Branch Banking) across channels – Escalations, Grievances, Digital complaints.
- Effective engagement with Partner, consultants & Vendors for new initiatives & projects related to customer service excellence.
Secondary Responsibilities
- Adhere to the grievance redressal processes and policies of the Bank to ensure timely closures. Develop service procedures, policies and standards.
- Keep ahead of industry\’s developments and apply best practices to areas of improvement.
- Maintain an orderly workflow according to priorities.
- Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
Managerial & Leadership Responsibilities
- People & Stakeholder Management.
- Strong Team player with the ability to get work done across teams.
- Ability to visualize an end to process adding value addition to the business.
- Ability to understand vision of Leadership team and transfer this into execution steps on ground.
- Demonstrate knowledge of customer experience and help the product team constantly improve customer journeys.
- Defines strategy and help define processes, guidelines and policies that improve customer experience.
Key Success Metrics
- Effectiveness of a reengineered processes to achieve target customer excellence, cost (efficiency) improvements and revenue targets.
- Focus on end customer experience to improve NPS.
- Anticipate and manage risks to achieve target audit rating.
- Achieve high stakeholder satisfaction ratings from business, operations, risk, compliance, audit and IT team.
- Team management: drive team performance, develop and retain talent.
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Customer Experience Champion employer: idfc first bank
Contact Detail:
idfc first bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Champion
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Experience Champion role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in customer service excellence. Share specific examples of how you've improved customer journeys or tackled complaints effectively.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire and express your interest in working with them. You never know when an opportunity might arise, especially if they see your passion for customer experience.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your job search. Plus, applying directly can give you a leg up on the competition. So, don’t hesitate – get your application in and let’s make that Customer Experience Champion dream a reality!
We think you need these skills to ace Customer Experience Champion
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and capability building. We want to see how your skills align with our mission of providing excellent customer experiences!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer journeys or implemented successful strategies in the past. We love seeing measurable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can empower teams and engage with stakeholders, so show us your passion for customer experience and teamwork!
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at idfc first bank
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience. Be ready to discuss how you've applied these in previous roles or how you would implement them in this position. Showing that you’re knowledgeable will impress the interviewers.
✨Prepare Real-Life Examples
Think of specific situations where you’ve improved customer service or resolved complaints effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your problem-solving skills and ability to enhance customer journeys.
✨Understand Their Mission
Familiarise yourself with the company’s mission and values, especially regarding customer service. Be prepared to explain how your personal values align with theirs and how you can contribute to achieving their goals. This shows that you’re not just looking for any job, but that you genuinely care about their mission.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. Inquire about their current challenges in customer experience or how they measure success in this role. This not only shows your interest but also gives you a chance to assess if the company is the right fit for you.