One MobiKwik Systems - Assistant Vice President/Vice President - Customer Experience

About the Role:

Lead the consumer and merchant experience charter for the organization, driving strategy, journey excellence, and digital-first service delivery across all touchpoints in a fast-scaling fintech ecosystem.

Key Responsibilities:

- Define and execute the overall consumer and merchant experience strategy aligned with business goals.

- Design and continuously improve end-to-end consumer and merchant journeys.

- Establish and monitor experience KPIs including NPS, CSAT, CES, and TAT.

- Strengthen onboarding, servicing, and support processes for merchants to ensure seamless experience.

- Drive digital and self-service enablement across customer and merchant touchpoints.

- Implement a strong Voice of Customer (VoC) framework to capture and act on insights.

- Collaborate with Product, Technology, and Risk teams to improve processes and reduce friction.

- Lead CX operations across multiple channels ensuring consistent and superior service delivery.

- Build and manage feedback analytics dashboards to track and report experience metrics.

- Identify root causes of customer pain points and drive process excellence initiatives.

- Champion customer-first culture across the organization through training and engagement.

- Lead, mentor, and scale a high-performing customer experience team.

Requirements:

- 15+ years of experience in Customer Experience or Service Strategy within fintech or internet industry.

- Proven track record in designing and executing scalable CX frameworks.

- Strong understanding of fintech products, payment flows, and merchant ecosystems.

- Experience with CX management tools (e.g., Zendesk, Freshdesk, Salesforce, Sprinklr, Connect Insights etc.).

- Excellent analytical, communication, and stakeholder management skills.