Posted By
HR
HR at MICHAEL PAGE INTERNATIONAL RECRUITMENT PRIVATE LTD
Last Active: NA as recruiter has posted this job through third party tool.
47
Posted in
IT & Systems
Job Code
1648889
Head - Customer Service
Head Customer Service | Gurugram
Industry: Banking / Financial Services / Broking
Job Description:
We are seeking a dynamic and strategic leader to head our Customer Experience function. This is a confidential leadership role with a leading NBFC, focused on delivering exceptional customer journeys across digital and physical touchpoints. The ideal candidate will bring deep expertise in customer-centric design, service excellence, and digital transformation.
Client Details:
One of the leading financial services companies in India.
Description:
- Customer Strategy & Vision: Define and drive the customer experience strategy aligned with business goals and regulatory standards.
- Journey Mapping & Optimization: Lead end-to-end customer journey mapping, identifying pain points and opportunities for improvement.
- Digital Experience: Collaborate with Product, Tech, and Operations to enhance digital interfaces and self-service capabilities.
- Voice of Customer (VoC): Build robust feedback loops through surveys, NPS, and analytics to inform decision-making.
- Service Excellence: Oversee customer service operations, ensuring high-quality resolution and satisfaction across channels.
- Cross-functional Leadership: Partner with Marketing, Risk, Collections, and Compliance to embed customer-first thinking.
- Team Leadership: Build and mentor a high-performing CX team, fostering innovation and accountability.
Profile:
- 15+ years of experience in customer experience, service design, or digital transformation, preferably in BFSI or fintech.
- Proven track record of leading CX strategy in a high-growth environment.
- Strong understanding of customer analytics, CRM tools, and digital platforms.
- Excellent stakeholder management and communication skills.
- Experience in managing large teams and driving cultural change.
Job Offer:
- Strategic leadership role with high visibility
- Opportunity to shape customer experience for a leading NBFC
- Competitive compensation and benefits=
- Collaborative and growth-oriented culture
Note: For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.
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Posted By
HR
HR at MICHAEL PAGE INTERNATIONAL RECRUITMENT PRIVATE LTD
Last Active: NA as recruiter has posted this job through third party tool.
47
Posted in
IT & Systems
Job Code
1648889
