Product Manager-Digital Transformation Strategy-Customer Experience
Navi MumbaiFull-time2–5 yrsPosted 3 months ago
Mid-level customer support role at IDFC FIRST Bank in Navi Mumbai. Needs 2+ years and a B.Com, BMS or B.Sc.
About the role
As a Product Manager - Strategy in the Customer Experience (CX) team, your mission is to enhance customer satisfaction by driving strategic initiatives aligned with the role's KRAs. You will collaborate with cross-functional teams to deliver impactful outcomes, improve operational efficiency, and contribute to governance, compliance, and customer-centricity.
What you'll do
- Identify current peaks and identify holistic solutions to address those peaks, either through reduction in calls volumes, reduction in number of complaints
- Work with Self Servicing Channels like Optimus, WhatsApp, Chatbot, IVR Deflections, Foreclosure Portal to ensure customer is addressed through the same
- Drive Adoption of these channels and identify hacks to improve it’s efficacy
- Drive customer communications and campaigns with Product, HPE, Marketing, to address any anxiety of the customer and avoid such calls coming to the call center
- Identify and drive solutions to reduce complaints through optimization of Self Serving Channels
What you need
- SOP writing
- Salesforce
- Communication