Customer Experience Manager – NPS & Process Reengineering (Banking Sector)
HDFC Bank · Posted Oct 28
Commercial banking, retail banking, credit card, loan, and treasury services
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About the role
HDFC Bank is seeking an experienced Customer Experience professional from the banking industry to lead its Net Promoter System (NPS) program and drive process improvement across key customer touchpoints. The role focuses on strengthening service quality, simplifying branch and digital journeys, and reducing customer effort across retail and corporate banking segments. It involves working with product, operations, risk, compliance, and technology teams to redesign customer journeys and drive digitisation.
What you will do
- Lead the bank’s 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.
Skills used in this role
What the employer is looking for
- Experience in Customer Experience, Process Excellence, Service Quality, or Transformation roles within banks or financial institutions.
- Strong knowledge of NPS frameworks, VoC systems, and customer journey mapping.
- Hands-on experience in process reengineering (Lean/Six Sigma preferred).
- Good understanding of banking processes, regulatory considerations, and risk-control requirements.
- Excellent stakeholder management skills, with the ability to influence across business, operations, and technology
Benefits and support
- Compensation and benefits are detailed in the job posting
About HDFC Bank
HDFC Bank Limited is an Indian banking and financial services company headquartered in Mumbai. It is India's largest private sector bank by assets and market capitalization, offering a wide range of financial products including retail banking, wholesale banking, and treasury operations.
- Industry
- Banking
- Company size
- 211535 employees
- Founded
- August 1994
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Leadership
Sashidhar Jagdishan
Managing Director and Chief Executive Officer
Srinivasan Vaidyanathan
Chief Financial Officer
Ramesh Lakshminarayanan
Chief Information Officer
Vibhash Naik
Chief Human Resources Officer
Recent coverage
Business Today
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India News Network
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The Times of India
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