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.
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