Head of Customer Experience

Location Mumbai

Minimum experience 8 years

Basic Roles

• Defined and implemented a bank-wide Customer Experience (CX) strategy aligned with business goals and regulatory expectations.
• Developed and implemented the Bank’s first- centralized branch surveillance structure and Service Quality Framework – acting as the strong line of defense for bank.
• Championed a culture of customer centricity across all business verticals and service channels and branches
• Led customer journey mapping initiatives across branch, digital, and contact centre touchpoints.
• Established the Voice of Customer (VoC) framework for actionable insights via NPS, CSAT, and complaint data.
• Partnered with technology, operations, and product teams to embed CX metrics into transformation programs like Core Migration
• Strengthened customer-first culture via training, audits, and feedback loops.