Royden Lopes
CX Culture Builder | Marketing & Brand Engagement Strategist
- Role
- Manager, Customer Experience at IDFC FIRST Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Royden Lopes
CX & Branding Enthusiast – Turning customer experience into a culture, not just a…
Experience
Manager, Customer Experience
Apr 2024 — Present · Mumbai, IN
At IDFC FIRST Bank, I lead CX Socialization & Engagement Initiatives, ensuring a customer-first culture across the organization. My role involves driving awareness, engagement, and implementation of CX programs, making employees the strongest advocates for superior service. Key Responsibilities & Achievements: CX Strategy & Socialization – Developed and executed annual CX socialization plans, fostering a strong customer-centric culture bank-wide. Employee Engagement & Awareness – Launched CX onboarding programs, internal campaigns, and recognition initiatives to increase employee participation. NPS & Customer Insights Advocacy – Drove NPS awareness and implementation to strengthen customer experience measurement and actionability. CX Academy & Learning Culture – Promoted CX Academy, encouraging employees to enhance their service excellence through structured learning. Content & Internal Communication – Managed CX content on intranet portals, including service stories, knowledge bytes, and recognition updates. Campaigns & Events Management – Designed and executed CX campaigns, conferences, and reward programs to celebrate and reinforce customer-first behaviors. Stakeholder Collaboration – 🤝 Worked closely with CX Champions, leadership, and cross-functional teams to align CX initiatives with business goals. Recognition & Ideation Platforms – Drove CX reward & recognition programs and managed ideation platforms to harness employee-driven innovations. Strategic Advisory – Provided insights to senior management on enhancing customer relationships through employee-driven CX metrics.
Education
St. Francis Institute of Management & Research, Borivali (W)
Masters in Business Administration (MBA) - Marketing
2014 — 2016
Thomas Baptista Junior College
HSC Commerce
2009 — 2011
St. Augustines High School
SSC
Our Lady of Grace Trusts St.Gonsalo Garcia College of Arts and Commerce
Bachelor’s Degree
2011 — 2014
Skills
- Market Research
- Microsoft Word
- Customer Service
- Business Development
- Powerpoint
- Microsoft Excel
- Management
- Marketing
- Public Speaking
- Teamwork
- Team Management
- Leadership
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