Lead- Customer Service Intelligence and Strategy

Job Requirements

Role/ Job Title: Lead- Customer Service Intelligence and Strategy

Function/ Department: Customer Experience

Job Purpose

This role will be responsible for developing and implementing customer service strategies that drive customer satisfaction, loyalty, and revenue growth. The role will also involve leading the customer service analytics and insights team to provide data-driven recommendations to improve customer experience. This candidate will own the responsibility of resolving Customer Service-related issues for the bank across all customer service channels. This role is pivotal in the bank being able to create customer moments of delight, create service to sales as a channel, and reduce cost of service to enable the bank to achieve its Assets and Liabilities targets.

Roles & Responsibilities

• Strategy Development:
• Develop and execute a comprehensive customer service strategy aligned with the bank's overall business objectives.
• Conduct market research and competitor analysis to identify best practices and opportunities for differentiation.
• Collaborate with cross-functional teams to design and implement customer experience initiatives.
• Suggest product, customer journey and process improvements to create Customer Delight, drive sales and reduce cost of service.
• Own the service resolution orchestration engine which will be the last mile enabler for service.
• Create a service to sales channel and scale it up to drive cross sell.
• Extract the value of GenAI for Customer Service and Service intelligence use cases.
• Analytics and Insights:
• Lead the customer service analytics and insights team to provide data-driven recommendations to improve customer experience.
• Develop and track key performance indicators (KPIs) to measure customer satisfaction and loyalty.
• Analyze customer feedback and sentiment analysis to inform strategy.
• Identify trends and opportunities to improve customer service through data analysis.
• Own the monitoring rules, that will enable the bank with much quicker resolution.
• Collaborate with IT and BIU for health of E2E Service Track
• Innovation and Improvement:
• Stay up to date with industry trends and emerging technologies to innovate customer service.
• Identify opportunities to improve customer service through process improvements, technology enhancements, and training.
• Develop and implement pilots and proof-of-concepts to test new customer service initiatives.
• Collaboration and Influence:
• Collaborate with cross-functional teams, including product, marketing, and operations, to design and implement customer experience initiatives.
• Influence senior leadership to prioritize customer service initiatives.
• Build relationships with external partners and vendors to stay up to date on
• industry trends and best practices
  
  
  

Secondary Responsibilities

• Manage a team of customer service analysts and strategists.
• Provide coaching and development opportunities to team members.
• Foster a culture of customer-centricity and continuous improvement.
• Collaborate with cross-functional teams, including product, marketing, and operations, to design and implement customer experience initiatives.
• Influence senior leadership to prioritize customer service initiatives.
• Build relationships with external partners and vendors to stay up to date on industry trends and best practices.
• Develop and deliver regular reports to senior leadership on customer service performance and strategy.
• Communicate customer service insights and recommendations to cross-functional teams.
• Present customer service strategy and results to external stakeholders, as needed.
  
  
  

Education Qualification

Graduation: Bachelor of Science (B.Sc.) / Bachelor of Technology (B.Tech) / Bachelor of Computer Applications (BCA)/Bachelor of Commerce(B.Com)/Bachelor of Business Administration(BBA)

Post-graduation: MBA/PGDM

Experience: 12+ years of experience.