Head Customer Experience

Key Result Areas

Supporting Actions

Measurement of the customer experience

• Identify KPIs (direct or indirect) to be measured to get a reasonable measure of the customer experience. Namely these can be NPS, TATs, Contact centre complaints analysis, FTRs, Social media escalations, App ratings and reviews on Apple and Android app stores, complaints to ombudsman/regulator etc.
• Developing a mechanism for getting direct customer feedback at the various stages of the customer journey – NPS (Mission Happiness) or via any other feedback mechanism
• Plan and execute NPS programs to effectively manage & launch across PAN India.
• Implementation of the mechanism to capture transactional bottom up scores
• Analysing the feedback received from various sources and publishing a dashboard for the leadership team
• Monitoring feedback to ensure that the customer satisfaction is improving on a month on month basis
• Act as a custodian of customer feedback
  
  

• Identify the root cause for customer dissatisfaction, low customer feedback or dips in customer feedback
• Analyse and present the key causes of the issues to the relevant stakeholders
• Decide (with the relevant stakeholders) the mitigation steps to be taken to resolve the key causes of the issues
• Monitor the change in customer feedback scores after mitigation steps are implemented
  
  

• Leading and managing a complete customer experience task force for the organization which looks at different customer facing process interventions Developing a framework for evaluating and improving customer experience during each “Moment of Truth” (MOT).
  
  

• Coordinate with Heads for proper launch and stabilisation of process.
• Creating the Fortnightly / Monthly Huddle Deck covering focus themes & Functional & Structural ops issues as well as rollout and sustainment update along with Analytics lead
• Planning & execution for NPS score & feedback, evaluating the customer root cause analysis for customer issues, review & analysis of customer journey.
  
  

• Be responsible to jointly execute and manage, with key process owners, organization-wide projects to implement ABHI differentiators having the deepest impact on customer experience
• Identify vendors/consultants to work with, if any, for the project implementation and jointly manage that relationship along with the key process owners
• Identify KPIs to be measured to see the impact of the projects implemented
• Initially monitor the KPIs to see the impact of the project and suggest improvements if any required
  
  

• Evaluate to ensure that the internal processes/systems are standardized to provide the customer an Omnichannel experience
• Conduct mystery shopping at own and competition branches to understand industry best practices and fail points
• Analyze sample contact center recordings to understand customer issues/pain points
• Suggest change in processes if required to provide Omnichannel experience
• Standardize branch minimum requirements along with key stakeholders to ensure customer gets standard and good experience when he/she visits the branches
• Evaluate processes (including TATs and FTRs) related to sales, underwriting, embedded wellness, DRM, claims, PPMC/Health Assessment to suggest improvements that may have implications on the customer experience
• Evaluate dashboards to continuously monitor the above
  
  

• Analyze all communication, including but not limited to brochures, app, portal, call center to the customer to ensure that it is simple for the customer to understand and act on
  
  

• Ensure a consistent and cohesive customer experience across various channels, including online platforms, social media, email, and traditional marketing channels.