Head - Customer Experience Strategy - FinTech - IIM/FMS/MDI/XLRI

- Own the Customer Experience piece for a leading fintech organisation

- Drive strategic initiatives within the team. Leadership and high visibility role

About Our Client:

Our client is one of the leaders in the fintech industry, backed by marquee investors.

Responsibilities:

- Determine and drive the experience strategy for a specific business unit.

- Ensure that CX remains top of mind for the business unit and experience strategy relevant to the ecosystem.

- Align functional and organizational goals to support business and product objectives.

- Own & improve critical experience metrics such as NPS, CTT, Automation, and CSAT in partnership with business and product teams.

- Own and improve metrics across CX's prevention, efficiency, and experience pillars.

- Data-led decision making to improve product reliability & ease of use.

- Provide qualitative and quantitative insights to business and product leaders.

- Hire/Mentor the next in line leadership for the function

The Successful Candidate:

- Must have 8+ years of experience in designing the customer journey in a consumer tech ecosystem.

- MBA from a premium B-school would be a plus.

- Experience in B2C FinTech companies would be an added advantage

- Should have experience of transforming businesses through enterprise-wide large-scale initiatives.

- Should have strong organization building, people management, and influencing skills.

- Should have excellent verbal and written communication skills, with experience interacting with stakeholders at multiple levels.

- Should have the ability to demonstrate strong analytical and problem-solving skills.

What's on Offer:

- Industry leading compensation and benefits, along with great work culture.

- The leader will represent the function and have a seat at the leadership level for the specific business unit.