Head Customer Service | Gurugram

Michael Page

Gurugram, India

15-17 Years

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Posted 3 months ago
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Early Applicant

Job Description

One of the leading Brands
Leadership position

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

More Info

Job Type:

Permanent Job

Function:

Bfsi

Employment Type:

Full time

About Company

Michael PageJob Source: www.michaelpage.co.in

Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents.
While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.

Job ID: 135489217

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