Head Customer Service and Experience

6 days ago

Delhi Division, India Michael Page Full time

Leadership role Wealth Creation Opportunity About Our Client Client is a leading Financial Services player in the Indian market Job Description Customer Experience Strategy & Execution Define and execute a comprehensive customer service and experience roadmap across digital and offline channels Drive customer-centric culture across the organization and act as the voice of the customer internally Design and implement KPIs for customer service (CSAT, NPS, FCR, AHT, etc.) Team Leadership & Governance Lead and scale a high-performing team across voice, email, chat, social, and in-app channels Set up training, quality, and performance monitoring frameworks to ensure service consistency and excellence Build and manage in-house and outsourced service capabilities, including vendor governance Technology & Digital Transformation Drive adoption of customer service technologies including CRM platforms, chatbots, IVR, self-service tools, and ticketing systems Collaborate with technology and product teams to integrate customer feedback into digital journeys Regulatory Compliance & Risk Management Ensure compliance with all regulatory guidelines related to customer service (including RBI regulations) Establish complaint redressal mechanisms in line with NBFC standards, ensuring timely closure and root cause analysis Analytics & Continuous Improvement Leverage data analytics and customer feedback to identify trends, gaps, and improvement areas Continuously optimize service processes and reduce customer effort The Successful Applicant Leadership experience in Customer Service / Customer Experience roles in Financial Services space Proven track record of leading large-scale customer service operations (both inbound and outbound) Strong knowledge of regulatory frameworks relevant to financial services Experience in implementing digital-first service strategies and technologies (CRM, IVR, chatbots, etc.) Excellent people management, leadership, and communication skills Ability to influence CX strategy at the leadership level and work cross-functionally

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