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Job Opening details:-
Company Name :- Kotak Mahindra
Position Name :- Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience
Company Location :- Mumbai, Maharashtra
Job Category :- Jobs in Mumbai
Full Job Description :-
Job Role Description:
Job Role
Responsible for running the customer VOC program daily (NPS) across various touch points of the bank – would be for select LOB’s
The incumbent will be responsible for designing the survey questions, identification of customer data set, and executing the projects.
S/he is required to manage the day-to-day operations with the CEM vendor & IT team
S/he will be expected to publish the monthly scores – these will be made available by LOB, Geography, and per sales hierarchy for various projects
The incumbent will be expected to identify the key customer concerns – areas of improvement.
Job will involve engaging with the business on a regular basis to drive NPS lead business improvement program – keeping the track progress on the issues identified thru’ the NPS survey will be a part of the job role
Skill sets requires:
High level of Customer orientation
Project management skills
Result oriented
Has excellent communication skills – including verbal, written and presentation
Working knowledge of Microsoft excel & power point
Vendor management skills
Persuasive & Persistent
Good understanding of Net Promoter Score NPS framework preferable
In-depth knowledge of customer journey, journey maps, drivers of experience.
Ability to work effectively with senior management, cross functional teams and external vendors
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