Customer Experience Executive

Roles and Responsibilities :

• Develop and implement effective customer experience strategies to drive business growth and improve customer satisfaction.
• Conduct regular mystery shopping exercises to identify areas of improvement in the customer journey.
• Collaborate with cross-functional teams to resolve complex issues and ensure seamless resolution for customers.
• Analyze data from various sources (e.g., CSAT, NPS) to measure performance metrics and optimize processes.

Job Requirements :

• 2-7 years of experience in a similar role within the financial services industry.
• Strong understanding of CX principles, including customer experience management, net promoter score (NPS), and CSAT.
• Proven track record of improving customer satisfaction ratings through process improvements and innovative solutions.