Customer Experience (Product Interventions)

Kotak Neo · India

We are looking for a Customer Experience professional with a strong understanding of the Stock Broking and Wealth Management industry to identify customer pain points, drive product interventions, and improve key customer experience metrics across digital and assisted channels.

The role will focus on leveraging customer feedback, VOC insights, NPS, CSAT and servicing interactions to identify friction points across customer journeys, influence product roadmaps and drive measurable improvements in customer experience, digital adoption and business outcomes.

Key Responsibilities

• Own the CX improvement roadmap for key customer journeys across Trading, Investing, Onboarding and Servicing.
• Identify customer pain points through analysis of customer feedback, complaints, VOC programs and servicing interactions.
• Partner with Product, Technology and Business teams to design and implement customer-centric solutions.
• Drive journey simplification and self-service initiatives to improve experience while reducing support contacts.
• Prioritize CX interventions based on customer impact, business value and effort.