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Head - Customer Experience

Noida Permanent INR9,000,000 - INR11,000,000 per year View Job Description
We are seeking a Head - Customer Experience to lead and enhance customer engagement strategies in the banking and financial services sector. The role focuses on driving customer satisfaction, loyalty, and retention through innovative processes and solutions.
  • Senior Leadership role
  • Competitive Salary

About Our Client

Our client is an emerging fintech organization basedout of Noida

Job Description

CX Strategy & Transformation

  • Define and execute the firm's customer experience vision and roadmap aligned with business growth goals
  • Build a customer-first culture across functions (product, operations, collections, sales)
  • Drive CX transformation initiatives, including digitization, automation, and personalization



2. Customer Journey & Lifecycle Management

  • Own and optimize end-to-end customer journeys (onboarding, servicing, payments, renewals, collections)
  • Identify pain points across lifecycle stages and lead process re-engineering efforts
  • Design seamless omnichannel experiences (app, web, call center, chat, bots)



3. Voice of Customer & Insights

  • Build robust customer feedback mechanisms (NPS, CSAT, CES, surveys, social listening)
  • Translate insights into actionable business improvements
  • Drive analytics-led CX dashboards for real-time monitoring and decision-making



4. Digital & Platform Enablement

  • Partner with product and tech teams to enhance customer-facing platforms
  • Lead implementation of CRM, AI-led chatbots, IVR optimization, and ticketing systems
  • Leverage automation and AI to improve resolution time and reduce cost-to-serve



5. Operations & Service Excellence

  • Oversee customer support operations (in-house / outsourced call centers)
  • Define and track service SLAs, TATs, and quality benchmarks
  • Drive continuous improvement in first-call resolution, grievance handling, and escalations



6. Customer Retention & Loyalty

  • Develop strategies to improve retention, engagement, and cross-sell/upsell outcomes
  • Build customer loyalty programs and proactive engagement models
  • Collaborate with growth teams to enhance customer lifetime value (LTV)



7. Team Leadership

  • Build and lead a high-performing CX team across operations, analytics, and digital CX
  • Drive hiring, capability building, and performance management
  • Foster a culture of ownership, empathy, and accountability

The Successful Applicant

Experience

  • 10-18 years of experience in Customer Experience / Customer Operations / Service Delivery
  • Proven experience in financial services, fintech, or high-scale consumer platforms (e.g., e-commerce, travel, telecom)
  • Strong exposure to digital CX transformation, CRM, and automation



Skills & Competencies

  • Strong understanding of customer lifecycle in lending / payments / insurance
  • Experience in CX analytics, journey mapping, and process design
  • Ability to work in a fast-paced, ambiguous startup environment
  • Strong stakeholder management across product, tech, and business teams
  • High degree of customer empathy with data-driven decision making



What's on Offer

A competitive salary and Senior leadership role

Quote job ref
JN-052026-7029102

Job summary

Function
Banking & Financial Services
Sub Sector
Quality/Change Management
What is your area of specialisation?
Financial Services
Location
Noida
Job Type
Permanent
Job Reference
JN-052026-7029102

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.