Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Description

Grade: M1/M2

Job Role

• The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
• S/he will have to identify customer pain areas across the Customer journey.
• Prioritize & resolve the customer issues by simplifying process, relook at policies / practices...etc.
• S/he will work with the business stakeholders like Product / Process / RCU /BSG / Digital and be responsible to implement the changes
• S/he will also Project manage external agencies if engaged to support large scale customer journeys

Job Requirements

• Customer orientation - Essential
• Problem solving / Analytical – Essential
• Project management skills – Essential
• Result Orientation – Essential
• Understanding of business - preferable
• Appreciation of technology – preferable
• Sales management or Operations exposure will be useful
• Good communication skills – written and oral