tbi bankManager, Online Customer Experience and Conversion
Jan. 2021Sofia, Bulgaria* Deliver great end-to-end customer experience across all stages, channels and touchpoints in the customer journey.
* Liaise with directors or heads of other teams such as Customer Care, Marketing, Product Development, IT to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
* Gain in depth understanding of customer experience, identify and fill product gaps and generate new ideas that improve customer experience and drive growth.
* Creating detailed business analysis, risks, and benefits of the current and proposed solution, emphasizing on business impact.
* Follow up on the implementation of the feature; UATs, and also organize UATs with other operational users.
* Constantly look for and develop new approaches to increase customer satisfaction and conversion (i.e.: targeted Viber/ SMS/ Email campaigns, Self-Service functionalities, etc.).
* Improve the product with new digital functionalities and features.
* Follow and monitor Cash Online KPIs. Propose actions to improve the performance indicators related to sales, customer satisfaction, UX, conversion rates, profitability, etc.
* Develop and implement an overarching customer communication strategy (emails, SMS, calls). * Processing improvements, monitoring, discovering issues/problems aiming to deliver better value to the customer.
* Support Call Center team and Product team with the different issues from the production environment, defining various reporting requirements.