POSITION OVERVIEW

Title: Advisory Services Specialist, Customer Outreach & Engagement

Reports to: Director, Advisory Services, India

Classification: Full-time

Location: Anywhere in India (with ability to travel across frequently)

Start Date: 1st Jan 2021

Summary:

Women’s World Banking is looking for a team member to join a forward thinking, cross-functional, high-performing, collaborative team focused on delivering innovative customer experiences, banking services and products, that create business and customer value to serve low-income women.

You will use data, insights and market intelligence to design customer-centric outreach & engagement solutions that solve financial inclusion problems for low income women in India.

The ideal candidate has experience in working with low-income/ rural customers in financial services, FMCG, telecom and related service industries. Must be a strategic thinker with the ability to see the big picture and propose new ideas for ways of improving reach & engagement of financial inclusion solutions in India. Projects may vary in number, size and complexity.

 

Responsibilities:

  1. Develop innovative customer centric solutions that focus on reaching & engaging low-income women customers.
    • Identify practical solutions to that enable us to reach more women customers – above the line through cost effective channels or below the line through retail outlets, branches, community camps etc.
    • Design engagement solutions that increase financial literacy, the awareness of financial products and increase uptake and engagement of women with their financial service providers.
  2. Use Market & Customer Insights: Analyze data, understand customer & channel behavior to suggest interventions and suitable actions. Track and analyse customer engagement key metrics across various aspects of the project.
  3. Drive adoption of marketing solutions – Use own experience & strategic partners to drive the execution of customer reach & engagement solutions for successful project results.
    • Work directly with last mile channel / partners to implement solutions in field
    • Track & improve these solutions via data driven process to prove effectiveness, viability and scalability of solutions in field.
    • Establish relationships and work with a cross-functional teams (internal , vendors and partner bank’s) to ensure timely delivery of milestones.
    • Coordinate among various external support organisations such as last mile agencies (communications, design, marketing, training, agents etc.) to drive project success.

 

Required Qualifications:

  • 6-8 years of customer communications and engagement experience;
  • Interest in the field of financial inclusion, including gender;
  • Must be willing to travel extensively & be willing to operate in field within India;
  • Fluency in English, a must.

 

Preferred Qualifications:

  • Demonstrated ability to execute and successfully achieve objectives in a dynamic, fast-paced environment with aggressive timelines;
  • Ability to present fact-based recommendations in a clear, logical and concise way to tell a story with the data;
  • Proven collaborative, negotiation, and persuasion skills;
  • Proven relationship management experience;
  • Demonstrated ability to work independently; and ability to work with remote teams.

 

Success

Within the first 75 days:

  • Assume full responsibility of the position;
  • Embrace Women’s World Banking’s core values and desired behaviors- – Think big, Own and commit to it, Smarter together
  • Learn and comprehend the Women’s World Banking business model;
  • Become trained in and fully integrate the use of Women’s World Banking systems and policies into your day-to-day activities;