Sr. Manager- Customer Experience & Marketing (Chat Bot)

Key Responsibilities:

• Chatbot Strategy & Management:
• Develop and manage the end-to-end chatbot strategy for customer onboarding and sales, customer service, and collections across platforms such as WhatsApp, website, and our Saathi mobile App.
• Drive chatbot improvements, focusing on business outcomes such as enhanced customer experience, increased conversion rates, and efficient collections.
• Define the roadmap for chatbot enhancements in collaboration with business, product, and tech teams.
• Customer Experience & onboarding journey Optimization:
• Design and optimize Customer Experience journeys for various use cases including query resolution, loan related details and provide related documents through bots.
• Offer right product in right time to existing customers based on Analytical recommendations.
• Implement chatbots for self-onboarding ...