CX CAPA Specialist

Job Title: CX CAPA Specialist
Experience: 8-10 years
Location: Mumbai

Job Description:
We are looking for a CX CAPA Specialist responsible for conducting Root Cause Analysis (RCA) for customer complaints across banking products and channels. The role involves identifying process gaps, recommending corrective and preventive actions, and supporting continuous improvement initiatives.

Key Responsibilities:

• Conduct detailed RCA for customer complaints.
• Identify corrective and preventive actions to reduce repeat issues.
• Coordinate with business, operations, and technology teams for process improvements.
• Update and standardize SOPs based on identified gaps.
• Track improvement projects, Kaizens, and complaint reduction metrics.
• Prepare and share progress reports with stakeholders.

Requirements:

• 8-10 years of experience in banking operations, customer experience, complaint management, or process improvement.
• Strong knowledge of banking processes and systems.
• Excellent analytical, problemsolving, and documentation skills.
• Ability to work with crossfunctional teams.
• Preferred: PMP / Process Management certifications.