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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | General / Other Software,Sales / BD |
| EmploymentType | Full-time |
Analyze client experience feedback from the various client touchpoints within commercial bank across lines of business, wholesale products through surveys, complaints, journey maps etc.Familiarity with a wide range of qualitative and quantitative techniques and the ability to derive insights across channels, products, and business segments and translate into strategic recommendationsEstablish self as point person for monthly and quarterly client experience reporting across functions and lines of businessesLeverage innovative technologies and implement new NLP toolsets to drive insight generationWork closely with data and technology teams to design and execute database and technology impacts to the client experience teamContribute to client experience efforts related to client journey development, complaints management and transformation effortsDesign and implement predictive techniques to anticipate client issues and other broad issues with a sense of urgencyEstablish self as subject matter expert, trusted partner or role modelCollaborate with business and functional partners to share client experience insights and resolve conflict through expert collaboration and broad decision-makingEngage organization in introducing ideas for improving overall client experiencePursue cross functional opportunities to improve customer experience or meet customer needsFoster an environment where risk/control issues are escalated, and trends are anticipated and identifiedImplement real time feedback channels that support client experience improvementsSupports the implementation of the new tools and technologies to administer surveysEstablishes self as expert at designing, testing and launching surveysProduce reports of survey responses catered to different audiencesSupport additional client research projects, as neededSupport preparation of executive update to summarize client feedback from surveys etc. shared with senior leaders12-14 years of relevant experience; ideal candidate will have experience executing journey-based / real time feedback program and experience working with third party tools e.g. Confirmit, Qualtrics etc.Ability to understand key business processesManaging people or teams in a matrix organization with proven success contributing to complex, large scale initiativesExperience in process design or project managementEffective change management and transformation experience. Ability to challenge current state and mind set, adapt to a changing environmentInfluencing and negotiation skills - Leverage subject matter expertise in driving conversations, challenging status quo and influence decisions/direction with stakeholdersAbility to synthesize qualitative information and present concise, easy-to-read findings to an executive audienceSuperior writing and verbal communication skillsComfort working with employees at various seniority levels and locations while building strong internal relationshipsSelf-starter, ability to work both independently and as part of a teamStrong Excel and PowerPoint skills ability to visually show new processes,
Keyskills :
subject matter expertiseprocess designchange managementresearch projectsnegotiation skillsquantitative techniquesnlpsetmapsexcelidealdesignsurveymatrixtestingwritingresearchbusiness