Functional Head-Customer Experience
IndiaFull-time16–23 yrsPosted 1 week ago
Leadership customer support role at Icici Securities. Needs 16–23 years.
About the role
To design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction, retention Analyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification.
What you'll do
- Design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction
- Analyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification
- Set up feedback mechanisms and convert insights into actionable improvements in products, processes, and policies
- Work with product, UX, and tech teams to simplify app/website navigation
- Ensure smooth onboarding (fast KYC, instant activation)
What you need
- User flows
- CRM
- KYC
- Escalation handling
- Communication