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Head Customer Service | Gurugram

15 - 17 years

0 Lacs

gurgaon haryana india

Posted:3 days ago| Platform: Foundit logo

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Skills Required

customer experience crm tools customer analytics digital platforms

Work Mode

On-site

Job Type

Full Time

Job Description

  • One of the leading Brands
  • Leadership position
  • Customer Strategy & Vision: Define and drive the customer experience strategy aligned with business goals and regulatory standards.
  • Journey Mapping & Optimization: Lead end-to-end customer journey mapping, identifying pain points and opportunities for improvement.
  • Digital Experience: Collaborate with Product, Tech, and Operations to enhance digital interfaces and self-service capabilities.
  • Voice of Customer (VoC): Build robust feedback loops through surveys, NPS, and analytics to inform decision-making.
  • Service Excellence: Oversee customer service operations, ensuring high-quality resolution and satisfaction across channels.
  • Cross-functional Leadership: Partner with Marketing, Risk, Collections, and Compliance to embed customer-first thinking.
  • Team Leadership: Build and mentor a high-performing CX team, fostering innovation and accountability.

The Successful Applicant

  • 15+ years of experience in customer experience, service design, or digital transformation, preferably in BFSI or fintech.
  • Proven track record of leading CX strategy in a high-growth environment.
  • Strong understanding of customer analytics, CRM tools, and digital platforms.
  • Excellent stakeholder management and communication skills.
  • Experience in managing large teams and driving cultural change.

What's on Offer

  • Strategic leadership role with high visibility
  • Opportunity to shape customer experience for a leading NBFC
  • Competitive compensation and benefits=
  • Collaborative and growth-oriented culture

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Head Customer Service | Gurugram

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gurgaon, haryana, india