Customer Experience Manager

Job Description

Responsibilities: Own and manage the end-to-end customer experience post onboarding Serve as the primary contact for customer queries, feedback, and escalations Ensure timely updates, clear communication, and proactive follow-ups with clients Coordinate with internal teams (Operations, Sales, Compliance, etc.) to resolve customer issues efficiently Track and manage client journeys using tools; ensure all updates are documented Identify friction points in the customer journey and suggest improvements Build trust and relationships to increase customer satisfaction and loyalty Share insights from customer interactions to help refine processes and services Requisites & Skills: Experience in NBFC or P2P industry is a must Strong interpersonal and communication skills—both written and verbal Problem-solving mindset and a proactive approach to customer issues Ability to multitask and manage time effectively in a fast-paced environment Prior experience in fintech, banking, or service-based industries Exposure to customer journey mapping or process optimization Show more Show less