Head Customer Service and Experience

3 days ago

Delhi Division, India Michael Page Full time
Leadership roleWealth 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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