Manager Customer Experience Management

Research and introduce new features & functionalities to enhance bot’s capabilities, including

integration with other backend systems and platform

· Collaborate with multiple cross functional teams within the organization. Is able to work across

functions in the org – and drive their actions in a way that positively impacts customer experience.

· Experience in documenting requirements (BRD)/ (CR)

· Regular monitoring of the services, further highlighting and coordinating with IT team to resolve

issues, if any

· Identify trends and patterns in customer responses, allowing for proactive updates to the bot’s

knowledge base.

· Regular involvement in bot’s training

· Strong Problem Solving and Analytical Skills. The ability to analyze and infer customer insights from

data will be a key capability

· Promote cross learning through benchmarking with best in class industries within BFSI sector and

beyond

· Understanding, executing, and supervising the services on bot along with keeping a tab on competition

for best practices to enhance experience for the customers