H
Hdfc Bank
Customer Experience Manager
Skills
Compliance
1 month ago
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Important information
Contract type:
Permanent
Location:
Mumbai, Maharashtra, India
Work mode:
Onsite
Published on:
25 September 2026
What they need
Job Role - Customer Experience Manager
Location - Lower Parel, Mumbai
Experience - 08 -15 Years
- Lead the banks NPS program across channels including branch, contact centre, digital banking, lending, and payments.
- Manage transactional and relationship NPS, detractor recovery, and root-cause analysis.
- Reengineer processes related to onboarding, KYC, service requests, loan servicing, dispute resolution, and complaints management.
- Work with product, operations, risk, compliance, and technology teams to redesign customer journeys and eliminate pain points.
- Drive digitisation and automation initiatives to reduce TAT, improve accuracy, and enhance customer satisfaction.
- Build dashboards and MIS for senior leadership, highlighting customer insights and improvement opportunities.
- Embed a customer-first mindset across branches, operations, and service teams.
- Strong knowledge of NPS frameworks, VoC systems, and customer journey mapping.
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