Head - Customer Experience Excellence - IIM/IIT

Key Pointers:

- Only looking for people from top IIMs and BSchools. IIT Btech background is also considered.

- Must have service excellence experience.

- Must be in current sal bracket of 50 to 75 LPA.

- It is a CE/ Strategy role, not a Sales/BD profile.

Key Responsibilities:

- Build and lead ultra HNI focused CE excellence platform and operating model.

- Design technology-enabled workflows using AI, automation and digital tools.

- Build CE as a focused business model targeting existing ultra HNI customers by building integrated end to end services in Healthcare.

- Develop SOPs, service standards and operational dashboards.

- Drive seamless coordination across hospitals, doctors, insurers and partner ecosystems.

- Build a scalable, cost-efficient operating model without compromising customer experience.

- Continuously improve service quality through innovation and data-driven decision-making.

Experience & Expertise:

- The ideal candidate should have 10-20 years of experience in customer focused business models, HNI operations, premium customer service or hospitality.

- Proven experience building and scaling customer operations.

- Strong understanding of AI, CRM platforms, workflow automation and technology-led service delivery.

- Experience managing large operational and field teams.

- Strong commercial acumen with a focus on productivity and cost optimization.

- A track record of challenging conventional operating models and building innovative solutions.

- Excellent stakeholder management and leadership skills.

Preferred Background:

- Experience with organizations known for world-class premium service delivery, such as Premium Banking, premium healthcare providers or luxury hospitality brands, will be preferred.