Sr. Associate - Customer Services - Projects

Roles and Responsibilities

• This person will be a part of the Customer Service Strategy Team and shall be working as a part of the Projects Team.
• To lead, design and implement strategy for the CS Function which provides adequate channels for customers to interact, ensure an omni-channel customer experience
• Create roadmap and project schedule and project management plan with resource and material requirements.
• Resolving issues as appropriate to ensure projects are executed within the agreed schedule, cost and performance
• Plan, specify and maintain projects in line with the strategic plan / roadmap
• Develop a comprehensive Customer Experience vision and strategy for Customer Engagement, Tiering etc.
• Lead the efforts and process to gather and create requirements for process improvements.
• Evaluate the impact of your changes by analyzing data sharing insights with the broader team
• Cross Sell : Enable cross sell through well designed use cases covering various channels, track and improve conversions.