Customer Experience - Team Member- West

Kotak Securities · Remote

Collected role description

Customer Experience - Team Member- West at Kotak Securities

Design and execute CX initiatives to capture NPS, CSAT, and App feedback across key customer touchpoints.
Analyze structured and unstructured customer feedback to generate actionable insights and build a comprehensive VoC narrative.
Analyze contact ratios and identify high-volume drivers.
Collaborate with Customer Service and Sales teams to co-create and run programs that enhance customer satisfaction and reduce effort.

Voice of Customer (VoC) Programs
Survey & Event Design
Collaborate with Salesforce and product teams to define event triggers and craft effective survey questions.
Feedback Analysis
CX Reporting & Insights
Develop regular reports and dashboards on customer attributes such as category, order placement, and funds transferred, tying feedback to behaviors and lifecycle stages.
CX Forums & Stakeholder Engagement
Facilitate cross-functional CX forums with business leaders, ensuring alignment on key issues and opportunities.
Journey Improvements
Partner with product managers to embed customer-centric design into end-to-end journeys, addressing friction points and improving overall experience.
Contact Ratio Analysis & Deflection Strategy
Work closely with chat and IVR product leads to suggest self-service deflection points, reduce contact volumes, and improve resolution efficiency.
CX Enablement for CS & Sales
Influence Product Strategy
Act as the customer advocate in product discussions, ensuring that customer experience insights shape roadmaps and prioritization.