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Tier-1 brand and metro location increase applicant density despite senior specialized role.
Customer experience and analytics skills are transferable, but banking/regulatory knowledge raises sensitivity.
Explicit 10+ years requirement and banking domain expertise imply strict screening.
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Owns strategy and roadmap for digital platforms, focusing on improving customer experience.
Manages Bottom-up Net Promoter Score (NPS) program, including analytics, reporting, and insights generation to support customer experience improvements.
Produces regular performance reports for senior leadership and supports platform implementations involving survey and reporting redesign.
10+ years of experience in customer service, operations, or customer experience roles with data analysis and reporting.
Bachelor’s degree required; Master’s degree preferred.
Experience with quantitative research, analytics, and NPS-related program management.
Shift timing: 10 AM to 7 PM.
Experienced in developing and executing customer experience strategies supported by data-driven insights and digital platform management.
Capable of influencing business decisions with clear communication, presentation skills, and cross-functional collaboration.
Demonstrates strategic impact orientation by delivering complex analyses that affect business performance metrics such as NPS.