Head - Customer Experience & Digital Transformation - FinTech - IIT/IIM/ISB

IIT / IIM / ISB Candidates preferred

A promising 13 years old well established and growing Fintech Company in Gurgaon

The Head-Customer Experience & Digital Transformation Lead would be responsible for overseeing the customer service and ensuring the company delivers the highest level of customer service possible.

- Improve customer service experience.

- Take ownership of customer issues and follow problems through to resolution.

- Understand and own the controllable elements of service level delivery, productivity, staffing, and quality KPIs.

- Be a voice for our customers by identifying customer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for those customers.

- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

- Collaboration with other departments to resolve complicated issues & issues which require special attention.

- Analyse customer care data and statistics to obtain results useful in taking key business decisions.

- Contribute to the development of industry-leading processes and best practices for delivering customer success.

8.Education qualifications, skills & experience : 

Education qualifications: MBA/PGDM from Tier 1 college

Skills:

- Process maps for each of the complaint category

- Define the automation and the message to be delivered to the entrepreneur

- Map all automation to tools like Zoho, OneDirect etc.

- Quality focused, excellent problem solving and conflict resolution skills. 

Methodologies: OKR, Agile

Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI

Communication: Exceptional communication and presentation skills

- Minimum 7 years of experience in Customer Service/ Customer Care

- Should have experience in devising technology-based solutions for recording customer feedback.

- Should have experience in streamlining & automation of inbound and outbound communication channels.