CX Team Member - Liability Products and Payments-Product
Kotak Mahindra Bank
5 - 7 years
Kota, Mumbai
Posted: 02/03/2026
Getting a referral is 5x more effective than applying directly
Job Description
Key Responsibilities:
- Drive customer journey, identifying friction points and opportunities for improvement.
- Analyze customer feedback (NPS, CSAT, Complaint, Surveys, support tickets) and generate actionable insights.
- Work cross-functionally with product, process, marketing, sales, and support teams to deliver a cohesive experience.
- Design and implement customer experience initiatives, programs, and communication strategies.
- Monitor key CX metrics and report on performance regularly.
- Champion a customer-first mind set across the organization.
- Stay updated with CX trends, tools, and technologies.
Requirements:
- Bachelor’s degree in Business, Marketing, Communication, or related field.
- 4 – 5 years of experience in a CX, customer service, or user experience role.
- Strong communication and interpersonal skills.
- Experience with CX tools (e.g., Salesforce, Qualtrics, etc) is a plus.
- Analytical mind set with experience in customer journey mapping and data interpretation.
- Empathy, problem-solving ability, and a drive for continuous improvement.
About Company
Kotak Mahindra Bank is one of India's leading private sector banks, offering a wide range of financial services including personal banking, corporate banking, investment banking, insurance, and asset management. Established in 1985 and headquartered in Mumbai, it is known for its innovative banking solutions, customer-centric approach, and strong focus on digital transformation. The bank caters to diverse customer segments, from individuals to large corporations, emphasizing trust, transparency, and growth.
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