Head - Customer Experience and Customer Service

3 weeks ago

Delhi India Michael Page Full time

Job Description

- Leadership role
- Wealth Creation Opportunity

Job Description

Customer Experience Strategy & Execution

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Define and execute a comprehensive customer service and experience roadmap across digital and offline channels
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Drive customer-centric culture across the organization and act as the voice of the customer internally
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Design and implement KPIs for customer service (CSAT, NPS, FCR, AHT, etc.)

Team Leadership & Governance

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Lead and scale a high-performing team across voice, email, chat, social, and in-app channels
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Set up training, quality, and performance monitoring frameworks to ensure service consistency and excellence
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Build and manage in-house and outsourced service capabilities, including vendor governance

Technology & Digital Transformation

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Drive adoption of customer service technologies including CRM platforms, chatbots, IVR, self-service tools, and ticketing systems
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Collaborate with technology and product teams to integrate customer feedback into digital journeys

Regulatory Compliance & Risk Management

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Ensure compliance with all regulatory guidelines related to customer service (including RBI regulations)
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Establish complaint redressal mechanisms in line with NBFC standards, ensuring timely closure and root cause analysis

Analytics & Continuous Improvement

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Leverage data analytics and customer feedback to identify trends, gaps, and improvement areas
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Continuously optimize service processes and reduce customer effort

The Successful Applicant

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Leadership experience in Customer Service / Customer Experience roles in Financial Services space
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Proven track record of leading large-scale customer service operations (both inbound and outbound)
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Strong knowledge of regulatory frameworks relevant to financial services
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Experience in implementing digital-first service strategies and technologies (CRM, IVR, chatbots, etc.)
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Excellent people management, leadership, and communication skills
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Ability to influence CX strategy at the leadership level and work cross-functionally

What's on Offer

- Leadership role
- Meritocratic culture

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