Customer Experience Lead

4 days ago

Mumbai, Maharashtra, India Diamond Hands LLP (021. Trade) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Summary:

The Customer Service & Experience Lead will be responsible for driving the company's vision of delivering world class customer engagement and support.

This leader will build and scale a robust customer service function across multiple channels while designing experiences that strengthen trust, loyalty and advocacy among millions of users.

This is a high-impact role and will require strategic thinking, operational excellence, and customer empathy.

Key Responsibilities:

Strategy & Leadership:

  • Define and execute the customer service and experience strategy aligned with the company's business objectives.
  • Build, lead and inspire a high performing customer service team.
  • Partner with product, technology, compliance and business teams to embed customer-centricity into every decision.

Operations & Delivery:

  • Establish robust systems, SLAs and KPIs to ensure service excellence, rapid query resolution and customer delight.
  • Drive digital first customer support solutions.
  • Ensure compliance with regulatory requirements, data privacy and industry standards in customer interactions.

Customer Experience & Insights:

  • Design and implement initiatives to enhance end-to-end customer journeys, reducing friction and improving satisfaction.
  • Translate feedback into actionable recommendations for product and process improvement.

Qualifications & Experience:

  • 10+ years of experience in Customer Service / Experience roles.
  • Preferably from Fintech, Banking, Stock Broking.
  • Strong understanding of digital tools, automation, CRM platforms.
  • Strong customer empathy with proven ability to align business objectives, operational efficiency and customer satisfaction.

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