Head - Customer Experience & Customer Service - BFS

Industry - Banking / Financial Services / Broking

Job Description - Opportunity to head the Customer Service and Experience with a leading Financial Services player in the Indian market.

Client Details

Client is a leading Financial Services player in the Indian market

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.)

- 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

- Collaborate with technology and product teams to integrate customer feedback into digital journeys

- Establish complaint redressal mechanisms in line with NBFC standards, ensuring timely closure and root cause analysis

- Continuously optimize service processes and reduce customer effort

- 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

- Meritocratic culture