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Customer Experience - Team Member- West
Kotak Securities
Mumbai, Mumbai, Hinganghāt
Full-Time
0-3 Years experience
Description
- Voice of Customer (VoC) Programs Design and execute CX initiatives to capture NPS, CSAT, and App feedback across key customer touchpoints. • Survey & Event Design Collaborate with Salesforce and product teams to define event triggers and craft effective survey questions. • Feedback Analysis Analyze structured and unstructured customer feedback to generate actionable insights and build a comprehensive VoC narrative. • CX Reporting & Insights Develop regular reports and dashboards on customer attributes such as category, order placement, and funds transferred, tying feedback to behaviors and lifecycle stages. • CX Forums & Stakeholder Engagement Facilitate cross-functional CX forums with business leaders, ensuring alignment on key issues and opportunities. • Journey Improvements Partner with product managers to embed customer-centric design into end-to-end journeys, addressing friction points and improving overall experience. • Contact Ratio Analysis & Deflection Strategy Analyze contact ratios and identify high-volume drivers. Work closely with chat and IVR product leads to suggest self-service deflection points, reduce contact volumes, and improve resolution efficiency. • CX Enablement for CS & Sales Collaborate with Customer Service and Sales teams to co-create and run programs that enhance customer satisfaction and reduce effort. • Influence Product Strategy Act as the customer advocate in product discussions, ensuring that customer experience insights shape roadmaps and prioritization.
Eligibility Criteria
- Seniority: Mid Level
- Languages: English
About Kotak Securities
subsidiary of Kotak Mahindra Bank