Head - Customer Experience and Customer Service

Customer Experience Strategy & Execution

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  Define and execute a comprehensive customer service and experience roadmap across digital and offline channels
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  Drive customer-centric culture across the organization and act as the voice of the customer internally
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  Design and implement KPIs for customer service (CSAT, NPS, FCR, AHT, etc.)

Team Leadership & Governance

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  Lead and scale a high-performing team across voice, email, chat, social, and in-app channels
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  Set up training, quality, and performance monitoring frameworks to ensure service consistency and excellence
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  Build and manage in-house and outsourced service capabilities, including vendor governance

Technology & Digital Transformation

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  Drive adoption of customer service technologies including CRM platforms, chatbots, IVR, self-service tools, and ticketing systems
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  Collaborate with technology and product teams to integrate customer feedback into digital journeys

Regulatory Compliance & Risk Management

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  Ensure compliance with all regulatory guidelines related to customer service (including RBI regulations)
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  Establish complaint redressal mechanisms in line with NBFC standards, ensuring timely closure and root cause analysis

Analytics & Continuous Improvement

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  Leverage data analytics and customer feedback to identify trends, gaps, and improvement areas
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  Continuously optimize service processes and reduce customer effort