Customer Experience and Technology Team

About the role

Customer Experience and Technology Team at Axis Bank focuses on enhancing client interactions and streamlining technology solutions. The role drives end‑to‑end communication lifecycle, crafts business requirement documents, collaborates with IT and vendors for delivery, and monitors adoption through metrics and data analysis. Mumbai, on‑site, hybrid schedule as needed.

What you’ll do

• Own and ensure consistency of all customer communications across channels
• Document comprehensive business requirements and coordinate with technical teams
• Manage vendor relationships and oversee user acceptance testing
• Engage ground users to ensure solution adoption and gather feedback
• Create and track metrics for solution performance
• Report progress and insights to senior management
• Analyze business data to monitor process metrics
• Drive continuous improvement of communication processes

Nice to have

• 13-15 years overall experience
• 6-10 years banking experience or customer communication experience
• Proven ability to draft and approve customer communications
• Strong business analysis and requirement documentation skills
• Vendor management and UAT coordination experience
• Excellent verbal and written communication
• Data analysis to generate actionable insights
• Ownership mindset with problem‑solving orientation