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Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience at Kotak Mahindra Bank

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Measurement, NPS, TNPS, RNPS, CX Metrics, Analytics, Solutioning, Root Cause Analysis, Cross-functional Collaboration, Friction Removal, NPS Improvement, Customer Satisfaction, Influence Without Authority

Industry

Banking

Description

This role leads the design, implementation, and governance of customer experience measurement systems across the bank, including NPS®, TNPS®, RNPS®, and other CX metrics. In addition to analytics, the role plays a critical function in solutioning — working closely with cross‑functional business teams to identify root causes, co‑create solutions, remove friction, and drive measurable improvements in NPS and customer satisfaction. The role requires strong analytical skills, influence without authority, and the ability to bring teams together to solve customer pain points end‑to‑end

Responsibilities

This role is responsible for leading the design, implementation, and governance of customer experience measurement systems across the bank, utilizing metrics like NPS, TNPS, and RNPS. Additionally, the role involves working with cross-functional teams to identify root causes, co-create solutions, and drive measurable improvements in customer satisfaction.