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Candidate Details

Name :

Venus Dias
Qualification :
Customer Experience (CX) & User Journey Professional
Industry :
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Candidate ID:
VD208
This candidate has been hired.

Customer Experience (CX) & User Journey Professional

About our Client

Customer focused professional skilled in driving improvement initiatives, demonstrating leadership and strategic thinking. Experienced in managing CX projects, designing end-to-end customer journeys, measuring and tracking KPIs, implementing automation solutions, tactical planning, and analysing trends. Effective communication and relationship building skills to work with, lead, and coach cross-functional teams. Ability to navigate complex challenges and deliver results.

Achievements

Professional Experience

Technical Skills

• CX analytics; designing online surveys and analysing responses.

• MS Office applications

• SQL, Power BI

• Certified BI content development for SAS

• VOC platforms, NPS and CSAT evaluation

Regional Manager (AVP) CX Projects and User Journey

Sept 2014 – present, Mashreq Bank

Joined as Analyst in 2014 and promoted to a CX Manager in 2019 and then AVP CX in 2022 

Overview: Lead CX and Digital initiatives for projects concerning website, online banking, chatbot, mobile banking, ATM, CDM, Help & support section, and calls reduction project.

Key Accomplishments

Initiated and managed CX analytics, designed online surveys, and analysed responses

• Identified process gaps and provided insights to management, influencing changes in processes and policies

• Evaluated NPS and CSAT feedback for digital channels to reduce detractors and shift passives to promoters ,ultimately enhancing overall customer experience

 

Supervised Workforce management across three sites

• Analysed and reported call trends, staffKPIs, and key volume drivers

• Optimised workforce utilisation, reduced call volumes, and increased CSAT scores

• Achieved improvements in call centre efficiency and customer satisfaction

 

Led CX and digital initiatives for various projects, such as website enhancement, online banking, chatbot implementation, and mobile banking improvements

• Utilized an Agile approach, liaised with digital squads, and ensured timely delivery of journeys

• Successfully brought products and services to the forefront of their CX initiatives and was successful in migrating 50% of walk in traffic away from branches to alternate channels

• Consistently evaluated NPS and CSAT feedback for digital channels

• Analysed customer feedback, identified pain points and proposed improvements to enhance customer experience

• Drove continuous improvement initiatives and delivered positive customer experience outcomes

 

Identified process gaps and managed performance to enhance customer service

• Recommended and implemented process improvements, reducing department escalations and calls to the contact centre

• Achieved improved customer experience and reduced operational inefficiencies

 

Collaborated with cross-functional teams, including digital squads, stakeholders, and senior management

• Effectively communicated project updates, presented findings and recommendations, and facilitated discussions to drive alignment and decision-making.

• Conducted training sessions for callcentre agents to enhance their communication skills, resulting in improved customer interactions and satisfaction

 

Key Functions

• Collaborate with Digital Squads, Product Managers, and segments to enhance products, journeys, and processes

• Create and identify value with a customer-centric mindset

• Work with stakeholders to improve business processes and align them with digital channel transformation

• Participate in the design of Digital Journeys and blueprinting for different products and services

• Conduct user testing for new developments

• Develop communications with Marketing team to raise customer awareness about newly developed journeys

• Review and approve all outgoing customer communications

• Collaborate with Business, IT Security, and Risk teams to obtain approvals for system enhancements, empowerment, system access, and process improvements

• Establish and maintain strong relationships with internal and external stakeholders such as segment managers, product managers, process governance, channel management,IT, risk, and legal departments to deliver seamless customer experience projects

• Hands-on experience in an Agile delivery environment, participate in Agile sessions with the digital squad

• Conduct prototyping sessions and focus group sessions with stakeholders using a DesignThinking approach

• Demonstrate a strong focus on quality, quickly identifying deficiencies, and recommending solutions

• Evaluate NPS and CSAT feedback for digital channels to reduce detractors and shift passives to promoters

• Influence client journeys for optimal CX levels; design end-to-end customer journeys

• Measure and track CX KPIs across segments, channels, and products

• Implement tactical planning for key customer experience initiatives and customer journey mapping

• Define CX KPIs and implement automated tracking mechanisms

• Implement innovations in line with the organisation's strategic vision and long-term goals

• Manage CX projects across call center, website, app, and branches

• Recommend optimisation and automation solutions

• Collaborate with product, operations, and segment teams for updates and amendments

Assistant Manager – Analytics and MI

2007– June 2014, HSBC

• Led the performance management and MI team and monitored and analysed financial performance of HSBC and its various lines of businesses

 

Agency Manager - Card Collections

2006 – 2007, Citi

• Handled multiple collection agencies with confidentiality, professionalism and attention to detail

 

Analyst - Work Force Management

2002– 2006, Fidelity National Information Services

• One point contact for inbound processes for clients in America and analysed and reported functional or technical irregularities to clients

Education

• Master’s in Business Administration (Finance)

• Bachelor of Commerce 

• SAS Content Developer

• Mapping Customer Journeys

Interests

Sports, music and fish keeping. Having a fish tank is a relaxing hobby which allows me to create a beautiful underwater world, and is a great way to learn about different types of fish. I also have a green thumb!

Skills

Technical Skills

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