Head - Customer Experience - FinTech

- Our client is building a modern CX function for a fast-scaling digital platform operating across commerce, credit, and payments. As new verticals like recharges, bill payments, and travel come online - and commerce grows over 100% MoM - CX will be a core differentiator.

- This role is for someone who can think beyond support tickets. You'll own platforms, define automation strategies, and work cross-functionally to make customer experience a product advantage.

Key Responsibilities:

- Lead CX strategy, platform selection, and channel design with scalability in mind

- Build automation-first systems for key journeys like returns, payments, and support

- Interface with Product and Engineering to embed CX into the app

- Manage and scale current team of 20 + agents (in-house + outsourced) to 100+

- Own key metrics across CSAT, automation rate, and resolution speed

What We're Looking For:

- 8-14+ years in CX leadership roles in fast-growing startups (0-150 scale)

- Experience in fintech, consumer tech, or digital commerce

- Deep understanding of CX tooling, workflows, and customer-facing systems

- Product-oriented mindset - balancing efficiency with empathy

- Strategic problem-solver who can scale systems, not just manage teams