Human Resources Customer Journey / Experience Manager

(HR Techno-Functional and HR Transformation role)

IDFC FIRST Bank is seeking a Customer Journey / Experience Manager, to join a team at the fore-front of technology, focused on improving the customer (customer is either a candidate applying for a job or an employee and not a customer of the bank) experience across the entire gamut of IDFC FIRST Banks HR activities.
We use research (both qualitative and quantitative) to understand how candidates apply, join the Bank and employees journeys are impacted through our service delivery.
- The aim is to improve job applicants ease of applying and getting recruited
- IDFC FIRST Bank’s employees HR related queries and touch-points to help solve identified issues, and eventually to achieve our vision…..a truly Customer-Centric Company.
- We act as trusted advisors to the business, owning and delivering multiple end-to-end studies across a variety of business and stakeholder groups.
- In addition, the person will continuously innovate and build new processes in an effort to better serve the IDFC FIRST Bank HR and business teams.
- The candidate must have excellent hands-on experience in a number of HR technology-related projects.
- Candidates must also possess customer obsession and a desire to affect change on behalf of the customer, experience managing and influencing senior stakeholders, strong project management and analytical skills, as well as a track record of delivering projects in complex and ambiguous environments.
Key Job Responsibilities
• Study design, qualitative research moderation, analysis, recommendations, reporting and presentation of results to senior management.
• Work cross-functionally with peers/colleagues, and other research teams at IDFC FIRST Bank, to align on methodologies, insights, and prioritize change needed to our customer experience.
• Build and manage vendor relationships.
• Own our customer experience journey across all channels like HRMS and social media platforms.
• Be the voice of the customer in the leadership team working closely with marketing and tech-teams to implement insights and product improvements to continuously improve customer experience.
• Participate in the planning process to ensure that features / enhancements requested are prioritized and implemented.
• Monitor journeys for relevance; alert campaign manager if any journey falls below a relevance threshold
• Ensure compliance with the organization’s communication rules and policies
• Good knowledge of independently configuring marketing tools for execution; experience with customizations
• Adopt a data driven approach to manage and iteratively improve customer journey / experience.
Basic Qualifications
• Minimum 2+ years experience in HR and leading projects for transformation and Customer experience Journeys.
• Design, recruiting, moderation, analysis, reporting,
• A bachelors in CS / Technology with a post graduate degree in HR or equivalent degree.
• Fluency in English and Hindi.
• Self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations
• Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
• Ability to meet ambitious deadlines and deliver high-quality work on schedule, including quickly turning around study plans and reports
• Strong analytical skills, excellent attention to detail and good business judgment.
• Must be highly energetic, an ownership mindset and a go-getter attitude.

Apply Here

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