Associate People Director

3 days ago

Bangalore, India Setu Full time

Associate Director - Customer Experience About Us: Setu is reimagining the digital financial future of India. Our products power onboarding, payments, lending, deposits and financial data flows for dozens of businesses, making complex journeys simple, secure & scalable. If you want a role where you get to build brand, campaigns, content, presence — from the ground up — this is it. We are looking for a Head of Customer Experience to lead our Customer Experience team at Setu. This is a People Manager role. In this role, you will be responsible for shaping and delivering Setu’s customer experience strategy across fintech products. You will drive the transformation of customer interactions by leveraging technology, AI, and data-led insights, while ensuring operational excellence, compliance, and scalable processes. This role is critical in building trust with customers, optimizing service delivery, and creating a culture of customer-centricity across the organization. Define and execute a holistic customer experience strategy aligned with Setu and Pine Labs’ growth objectives. • Lead the shift towards AI-driven, digital-first customer engagement models. • Act as the voice of the customer, championing improvements across product, operations, and technology. Customer Operations & Engagement • Oversee customer support, onboarding, and lifecycle management for fintech products. • Implement proactive engagement and personalization strategies using data and analytics. • Ensure high CSAT/NPS through streamlined processes, faster TATs, and consistent service delivery. EVERYDAY IS GAME DAY Technology & Transformation • Drive digital transformation initiatives that reduce manual interventions and enable scale. Performance & Compliance • Ensure compliance with regulatory requirements (RBI and payments ecosystem norms). • Identify and mitigate operational and reputational risks. Build and mentor a high-performing customer experience team. • Partner with cross-functional teams (Sales, Legal & Compliance, Product) for aligned execution. 10+ years of experience in customer experience/operations leadership in fintech, banking, or payments. • Bachelor’s degree in Business, Technology, or related field (Master’s preferred). • Strong understanding of fintech infrastructure, payments technology, and regulatory landscape. • Excellent communication, analytical, and stakeholder management skills. • Deep expertise in customer experience, digital banking, and fintech operations. • Proven ability to design and scale customer experience models in fast-paced environments. • Strong background in automation-driven transformation of customer service. • Demonstrated success in regulatory compliance, risk mitigation, and process optimization. • Experience managing teams, vendor ecosystems, and cross-functional projects. You’ll help build Setu’s brand from scratch. Room to experiment, take risks, lead ideas.

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