Customer Service and Experience Strategy Director

2 days ago


Delhi, Delhi, India beBeeCustomerService Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Description

A leadership role in customer service and experience strategy is open for a dynamic professional to drive business growth through exceptional customer engagement.

  • The successful candidate will define and execute a comprehensive customer service and experience roadmap across digital and offline channels.
  • They will lead and scale a high-performing team across voice, email, chat, social, and in-app channels.
  • Collaborate with technology and product teams to integrate customer feedback into digital journeys.
Key Responsibilities:
  • Define customer-centric culture across the organization.
  • Design and implement KPIs for customer service (CSAT, NPS, FCR, AHT, etc.).
  • Build and manage in-house and outsourced service capabilities, including vendor governance.
Required Skills and Qualifications:
  • 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.
What We Offer:
  • Opportunity to drive business growth through exceptional customer engagement.
  • Chance to work with a leading Financial Services player in the Indian market.
About Us:

We are a leading Financial Services player in the Indian market. Our company offers a range of products and services to cater to diverse customer needs.



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