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Senior Leader - Customer Experience (CX)

International Permanent View Job Description
This role focuses on leading customer experience transformation by integrating AI, automation, and regulatory excellence across servicing operations. It involves driving customer satisfaction, improving service quality, and modernizing workflows into digital-first journeys.
  • Lead CX transformation with ownership of AI-driven service innovation.
  • Strong visibility with senior leadership.

About Our Client

The client is a leading financial services organization operating in the housing finance sector with a sizeable assets under management portfolio. The company is undergoing a strategic shift toward becoming a customer-centric, technology-enabled enterprise with a strong emphasis on innovation and regulatory compliance.

Job Description

  • Lead end-to-end customer servicing and retention functions across in-house and outsourced teams
  • Drive performance metrics such as NPS, CSAT, and resolution timelines
  • Ensure regulatory compliance and audit readiness, particularly aligned with financial industry standards
  • Transform service quality function using AI-led monitoring and analytics
  • Implement proactive risk management and internal control frameworks
  • Act as product owner for CX automation initiatives and digital transformation projects
  • Collaborate with technology teams to scale AI use cases and improve customer journeys
  • Build seamless, low-friction service experiences through process redesign and automation

The Successful Applicant

  • Senior leadership experience in CX or operations roles, preferably in BFSI, FinTech, or tech-driven consumer businesses
  • Strong exposure to AI, automation, and digital transformation in customer experience
  • Proven track record in managing large teams and high-impact CX initiatives
  • Deep understanding of customer metrics (NPS, CSAT) and regulatory frameworks
  • Ability to engage with senior stakeholders and manage regulatory interactions
  • Strategic thinker with strong execution capabilities
  • Excellent communication, leadership, and problem-solving skills
  • Bachelor's degree required; advanced qualifications or certifications in business, operations, or technology preferred

What's on Offer

  • A competitive salary package.
  • Opportunities to influence customer experience strategies in the financial services industry.
  • A professional and collaborative work environment in Gurgaon.
  • Career growth opportunities within a growing organization.
  • A chance to make a meaningful impact in the retail banking and loans sector.



If you are passionate about customer experience and are ready to take on this exciting opportunity, apply now to join a leading organization in Gurgaon.

Quote job ref
JN-042026-7003153

Job summary

Function
Marketing
Sub Sector
Category / Brand / Product Management
What is your area of specialisation?
Financial Services
Location
International
Job Type
Permanent
Job Reference
JN-042026-7003153

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.