VP - Customer Experience

2 weeks ago

Mumbai Metropolitan Region, India Domnic Lewis International Full time

Domnic Lewis has been mandated to hire a VP - Customer Experience at financial services for Mumbai location


Years of Experience - 10-20 years

Location - Worli, Mumbai

Industry - Candidate needs to be from the Financial Services industry


Responsibilities

1. Strategic Leadership:

  • Develop and execute a comprehensive customer experience strategy aligned with the company's vision and objectives.
  • Drive a customer-centric culture across all departments, fostering a deep understanding of customer needs and preferences.


2. Customer Journey Optimization:

  • Analyse customer touchpoints and identify opportunities to streamline processes, remove friction points, and enhance overall satisfaction.
  • Collaborate with cross-functional teams to implement improvements and innovations that enrich the end-to-end customer experience.


3. Data-Driven Insights:

  • Utilize data analytics and customer feedback to gain actionable insights into customer behaviour, preferences, and pain points.
  • Implement metrics and KPIs to measure the effectiveness of customer experience initiatives and drive continuous improvement.


4. Technology and Innovation:

  • Stay abreast of emerging technologies and trends in customer experience to identify opportunities for innovation and differentiation.
  • Champion the adoption of digital solutions and tools that enhance convenience, accessibility, and personalization for customers.


5. Compliance and Risk Management:

  • Ensure that all customer experience initiatives comply with regulatory requirements and industry standards.


Qualifications

  • Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred.
  • Proven track record of leadership in customer experience or related roles within the financial services industry.
  • Strong strategic mindset with the ability to translate customer insights into actionable plans and initiatives.
  • Excellent communication and interpersonal skills, with the ability to influence and inspire stakeholders at all levels.
  • Analytical mindset with proficiency in data analysis and interpretation.

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