VOC Program Analyst
IDFC FIRST Bank
Job Title: VOC Program Analyst
Department/Function: Customer Experience
Job Purpose
As a Voice of Customer (VOC) Program Analyst in the Customer Experience Program Team, based at Airoli, Mumbai, you will be responsible for analyzing customer feedback, driving service recovery initiatives, and supporting mystery shopping programs. Your role is critical in identifying actionable insights, reducing customer effort, and enhancing customer experience across various product onboarding journeys and servicing across touchpoints.
Role & Responsibilities
- Responsible to drive the VOC program of X’score surveys, mystery audits, QR code feedback and all other Adhoc Customer Insight initiatives/projects to improve the overall CX across business segments (RA, RL & CC) and customer touchpoints.
- Preparing key insights, detractor analysis/call listening and actions for monthly BH and CS Connects to drive improvements and work with businesses to improve X’scores.
- Onboarding of new products into the CX Feedback Program.
- Work with business teams and CX enablers (CDC teams, CX champs, SQ, training, IT, Digital Transformation, etc.) to strengthen CX measurement, bring sustainable improvements in CX and reduce customer friction (detractors).
- Share periodic analysis of X'score response data with business units and track follow-up actions.
- Define and implement the service recovery process, identifying insights and improvement areas for business teams.
- Drive measurements and improvements on survey triggers, response rate, X’score and Service Recovery effectiveness.
- Monitor rebuttals and actions taken by channels and drive performance tracking of mystery shopping outcomes.
- Preparation and reporting of daily, weekly, and monthly J X’Score and X’ Score data and corresponding trends & insights.
- Mystery Shopping Aadhar and SQ Audit (Urban, Rural, LC and CDC) – developing checklist, report tracking and distribution, liaising with mystery audit vendor and internal stakeholders.
- Support ad-hoc activities related to surveys and mystery shopping initiatives.
- Liaising with businesses on Adhoc customer insight initiatives/projects
- Working closely with Service Recovery team for deeper ‘Detractors’ and ‘Passives’ insights to identify and plug key customer experience gaps across the onboarding and servicing journey.
- Experience in customer experience, analytics, or customer insight roles is preferred.
- Strong analytical and reporting skills
- Ability to interpret customer feedback and translate it into actionable insights.
- Familiarity with CRM systems and survey tools
- Excellent communication and stakeholder management skills
- Detail-oriented with a focus on operational excellence
- Ability to work independently and collaboratively across teams.
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience 0–2 years of experience in customer service or related roles