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Head Customer Service | Gurugram

Gurgaon Permanent View Job Description
We are seeking a dynamic and strategic leader to head our Customer Experience function. This is a confidential leadership role with a leading NBFC, focused on delivering exceptional customer journeys across digital and physical touchpoints. The ideal candidate will bring deep expertise in customer-centric design, service excellence, and digital transformation.
  • One of the leading Brands
  • Leadership position

About Our Client

One of the leading financial services companies in India.

Job Description

  • 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
Quote job ref
JN-072025-6800346

Job summary

Function
Banking & Financial Services
Sub Sector
Quality/Change Management
What is your area of specialisation?
Financial Services
Location
Gurgaon
Job Type
Permanent
Job Reference
JN-072025-6800346

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.