Associate Director - Customer Experience

About the job

Title:

About Us:

you get to build

What You’ll Do:

We are looking for a Head of Customer Experience to lead our Customer Experience team at Setu. This is a People Manager role. In this role, you will be responsible for shaping and delivering Setu’s customer experience strategy across fintech products. You will drive the transformation of customer interactions by leveraging technology, AI, and data-led insights, while ensuring operational excellence, compliance, and scalable processes. This role is critical in building trust with customers, optimizing service delivery, and creating a culture of customer-centricity across the organization.

What We Want From You:

1. Strategy & Leadership

• Define and execute a holistic customer experience strategy aligned with Setu and Pine Labs’ growth objectives.

• Lead the shift towards AI-driven, digital-first customer engagement models.

• Act as the voice of the customer, championing improvements across product, operations, and technology.

2. Customer Operations & Engagement

• Oversee customer support, onboarding, and lifecycle management for fintech products.

• Implement proactive engagement and personalization strategies using data and analytics.

• Ensure high CSAT/NPS through streamlined processes, faster TATs, and consistent service delivery. EVERYDAY IS GAME DAY

3. Technology & Transformation

• Collaborate with product and engineering teams to build seamless customer journeys.

• Drive digital transformation initiatives that reduce manual interventions and enable scale.

4. Performance & Compliance

• Establish and track KPIs (e.g., NPS, CSAT, TAT, FTR, SLA adherence).

• Ensure compliance with regulatory requirements (RBI and payments ecosystem norms).

• Identify and mitigate operational and reputational risks.

5. Team Leadership & Development

• Build and mentor a high-performing customer experience team.

• Foster a culture of accountability, continuous learning, and innovation.

• Partner with cross-functional teams (Sales, Legal & Compliance, Product) for aligned execution.

What matters in this role:

• 10+ years of experience in customer experience/operations leadership in fintech, banking, or payments.

• Bachelor’s degree in Business, Technology, or related field (Master’s preferred).

• Strong understanding of fintech infrastructure, payments technology, and regulatory landscape.

• Excellent communication, analytical, and stakeholder management skills.

• Deep expertise in customer experience, digital banking, and fintech operations.

• Proven ability to design and scale customer experience models in fast-paced environments.

• Strong background in automation-driven transformation of customer service.

• Demonstrated success in regulatory compliance, risk mitigation, and process optimization.

• Experience managing teams, vendor ecosystems, and cross-functional projects.

Why Join Setu Now:

• You’ll help build Setu’s brand from scratch. Big impact, visible outcomes.
• Work with people who value curiosity, hustle, humility & learning.
• Rapid growth environment. Room to experiment, take risks, lead ideas.
• Be part of the fintech revolution: products that powers how finance works for millions.