Customer Obsession (Sparsh):Team

About Customer Obsession:

Customer Obsession (Sparsh) is a program that has been created by the Bank to achieve the goal of becoming truly distinctive and a leader in the space of customer excellence. The team will work across the entire Bank in terms of working on Customer Journeys and identifying the Wow moments that we can deliver for the customer.

About the Role:

The Role is to run the Customer Obsession program (Sparsh) for the respective function (branch, Burgundy, CBG or Quick wins squad) and ensuring end to end thinking, innovation in the space as well as timely delivery across the planned sub-projects in the space.

Key Responsibilities:

• Be a part of agile cross-functional squad in conceptualizing and executing CX initiatives from a cultural, behavioural and mind-set shift perspective
• Hold daily agile discussions, maintain squad charter, manage tracker/backlog, debottleneck and troubleshoot issues

• Facilitate extensive competitive analysis to inform new CX initiative designs
• Engage with BIU (ABR and data analytics) to assess and report current portfolio, customer experience, and performance of initiatives
• Manage dependencies and efficiently communicate plans, issues and results with senior stakeholders on a proactive and regular basis
• Collaborate with a range of partners, e.g., CXT team, Marketing, Compliance, Ops, DBAT, BSG, IT, Business and external vendors

Qualifications:

Optimal qualification for success on the job is:

• 3+ years of experience of working in Strategy team or consulting experience or executing cross functional projects
• MBA from a reputed institute
• Experience: 3+ years

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Role Proficiencies:

For successful execution of the job, the candidate should possess:

• Ability to move fast and deal with ambiguity
• Exceptional troubleshooting skills and should thrive in high expectation scenario with many stakeholders
• Efficient and confident communicator who inspires the team and engages senior management on relevant topics in a time efficient manner
• Experience in working with data analysts to identify, forecast, and report on tests, performance and potential impact on customer experience

#ComeAsYouAre We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply