Head - Customer Experience & Customer Service - Financial Services

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.)

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

Profile:

- 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

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Shubham Kathuria on +91 124 628 9206.

Contact - Shubham Kathuria - +91 124 628 9206

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