CX Transformation

Key Responsibilities:

1. NPS, CSAT & Journey Ratings Ownership

• Lead initiatives that directly influence NPS as the primary CX metric, along with CSAT and journey-level ratings.
• Build scorecards and analytics that isolate drivers, measure impact, and guide roadmap priorities.

2. Strategic CX Programs

• Design and own quarterly/half-yearly experience programs (e.g., onboarding, support journeys, app adoption) with targets on NPS improvement, effort reduction, and revenue outcomes.
• Align goals and delivery across stakeholders using program charters, success metrics, and governance cadences.

3. Voice of Customer (VoC) System Design

• Drive capture of customer sentiment across all key moments – via NPS, CSAT, in-app surveys, call transcripts, and chat logs.
• Set up event triggers using Salesforce and CleverTap to ensure timely and contextual feedback loops.

4. Feedback Analysis & Narrative Building

• Analyze structured and unstructured feedback to uncover pain points and opportunity themes.
• Develop a strong customer insight narrative for leadership reviews, business decisions, and journey re-design.

5. Journey Diagnostics & Design

• Conduct journey diagnostics to identify customer friction in flows like account setup, order execution, and fund transfer.
• Partner with product and design teams to embed customer-centric improvements into digital and assisted touchpoints.

6. Contact Ratio & Deflection Strategy

• Deep-dive into contact drivers across IVR, chat, and CS to reduce effort and improve resolution effectiveness.
• Co-create deflection strategies with chatbot/IVR leads that contribute to NPS uplift and cost reduction.

7. Lifecycle-Based CX Reporting

• Build and maintain dashboards that tie experience metrics to behavior (e.g., trading activity, activation, dormancy).
• Use insight to shape customer lifecycle communications, nudges, and product features.

8. Frontline & Sales Enablement

• Work with CS and Sales teams to implement programs that reduce escalations, improve FCR (First Contact Resolution), and boost customer delight.
• Use VoC personas and verbatim-driven coaching to improve empathy and response quality.

9. CX Forums & Leadership Engagement

• Facilitate monthly/quarterly CX councils across Product, Business, Risk, and Customer Operations.
• Ensure NPS and CX outcomes are central to strategic discussions and prioritization.

Experience & Skills Required:

• 7+ years of total experience, primarily in CX, consulting, or growth/product roles.
• Demonstrated ability to lead strategic programs that delivered measurable impact on NPS, CSAT, cost, or revenue.
• Solid understanding of the broking and capital markets industry, including customer journeys and regulatory nuances.
• Strong technical understanding of system integrations – including CRM (e.g., Salesforce), analytics platforms, telephony/chat systems, and feedback tools.
• Exceptional data analysis skills (Excel/SQL/dashboarding) and people skills – able to influence across senior stakeholders, CS teams, and product squads.