Head - Customer Service & Experience

The Head of Customer Service & Experience will be responsible for driving the company's vision of delivering world-class customer engagement and support. This leader will build and scale a robust customer service function across multiple channels while designing experiences that strengthen trust, loyalty, and advocacy among millions of users.

This is a high-impact leadership role, and will require a blend of strategic thinking, operational excellence, and customer empathy.

Key Responsibilities:

Strategy & Leadership:

- Define and execute the customer service and experience strategy aligned with the company's business objectives.

- Build, lead, and inspire a large, high-performing customer service team across voice, chat, email, social, and app-based support channels.

- Partner with product, technology, compliance, and business teams to embed customer-centricity into every decision.

Operations & Delivery:

- Establish robust systems, SLAs, and KPIs to ensure service excellence, rapid query resolution, and customer delight.

- Drive digital-first customer support solutions including chatbots, AI-driven responses, and self-service modules.

- Ensure compliance with regulatory requirements, data privacy, and industry standards in customer interactions.

Customer Experience & Insights:

- Design and implement initiatives to enhance end-to-end customer journeys, reducing friction and improving satisfaction.

- Use data analytics, NPS, CSAT, and VOC (Voice of Customer) insights to inform decision-making.

- Translate feedback into actionable recommendations for product and process improvement.

Innovation & Transformation:

- Champion automation, technology, and process innovation to scale customer service efficiently.

- Drive initiatives that position the company as a customer experience benchmark in the Fintech industry.

- Stay ahead of evolving customer expectations, digital trends, and competitive benchmarks.

Qualifications & Experience:

- 15+ years of progressive experience in Customer Service / Experience leadership roles.

- Preferably from Fintech, Ecommerce, Consumer-Tech, or other large-scale B2C Tech businesses.

- Proven track record of managing large-scale contact centers / customer support operations (multi-channel, multi-lingual, pan-India reach).

- Strong understanding of digital tools, automation, CRM platforms, and AI-driven customer engagement solutions.

- Excellent stakeholder management skills with the ability to collaborate cross-functionally and influence at the CXO level.

- Deep customer empathy with the ability to balance business goals, operational efficiency, and customer delight.