Juhi Setha

• Manage high-value client relationships, providing personalized banking solutions and services.
• Lead data-driven initiatives to enhance digital banking offerings and improve customer engagement.
• Utilize Power BI to create dashboards and reports, providing actionable insights to stakeholders.
• Implement AI-driven tools like Chat GPT to streamline customer interactions and enhance service delivery.
• Collaborate with cross-functional teams to drive digital transformation projects, aligning with business goals.
• Analyze customer data to identify trends and develop strategies for personalized banking services.

Digital Banking Transformation Project - Enhancing Digital Customer Experience

Project Title: Digital Transformation Consultant - Banking

Objective: To lead the digital transformation of the customer experience at Axis Bank by implementing innovative digital solutions that increase client engagement, streamline operations, and drive revenue growth.

Project Description:

As a Priority Relationship Manager at Axis Bank, I spearheaded a digital transformation project to enhance the digital customer experience for high-net-worth individuals (HNWIs). The project aimed to leverage digital banking solutions to improve customer satisfaction, optimize service delivery, and increase the bank’s digital adoption rate among priority clients.

Key Responsibilities:

• Digital Strategy Development: Developed a comprehensive digital strategy to improve client engagement and streamline banking services for HNWIs. Focused on enhancing digital channels, including mobile and online banking, to provide a seamless and personalized customer experience.
• Customer Journey Mapping: Conducted an in-depth analysis of the existing customer journey for priority clients. Identified pain points and opportunities for digital enhancements to improve customer satisfaction and retention.
• Implementation of Digital Tools: Led the implementation of advanced digital tools and platforms, such as AI-driven chatbots, automated financial planning tools, and personalized investment advisory services, to enhance the customer experience.
• Data-Driven Insights: Utilized advanced data analytics to gain insights into customer behavior and preferences. Developed data-driven strategies to deliver personalized banking solutions and targeted marketing campaigns.
• Cross-Functional Collaboration: Worked closely with IT, digital marketing, and product development teams to ensure seamless integration of digital solutions across all channels. Coordinated with compliance and risk management teams to ensure all digital initiatives adhered to regulatory standards.
• Digital Adoption Initiatives: Designed and executed initiatives to increase digital adoption among priority clients, including digital onboarding, online portfolio management, and virtual relationship management services.
• Performance Monitoring and Optimization: Established KPIs to measure the effectiveness of digital transformation initiatives. Regularly monitored performance metrics and made data-driven adjustments to optimize digital strategies and achieve project goals.

Achievements:

• Achieved a 50% increase in digital adoption among priority clients within the first year of implementation.
• Enhanced client satisfaction scores by 40% through improved digital banking services and personalized client interactions.
• Reduced operational costs by 30% by automating routine banking processes and reducing manual intervention.
• Increased cross-sell and up-sell opportunities by 20% through personalized digital marketing campaigns and targeted product recommendations.

Technologies Used:

• AI-Driven Chatbots and Virtual Assistants
• Data Analytics and Machine Learning Tools (e.g., Python, SQL, Tableau)
• Customer Relationship Management (CRM) Systems (e.g., Salesforce)
• Digital Marketing Platforms (e.g., Google Analytics, HubSpot)

• Managed a diverse portfolio of financial products, driving business growth through data analysis and market research.
• Developed and executed strategic initiatives based on comprehensive data analysis and customer insights.
• Utilized data visualization tools to present complex information to senior management, facilitating informed decision-making.
• Oversaw a team, ensuring alignment with business objectives and delivering consistent results.

• Conducted in-depth analysis of client portfolios to optimize financial strategies and improve client outcomes.
• Utilized data analysis tools to identify opportunities for cross-selling and new client acquisition.
• Developed strategies to enhance operational efficiency and customer satisfaction based on data insights.
• Coordinated with cross-functional teams to implement business initiatives successfully.

• Provided clients with data-driven investment recommendations, leveraging market analysis and financial trends.
• Assisted in the adoption of digital trading platforms, enhancing client experience and operational efficiency.
• Analyzed financial data to identify growth opportunities and optimize client portfolios.
• Recognized for outstanding performance in achieving business targets through strategic planning.