Head of Customer Experience

Job Description

Location Mumbai

Minimum experience 8 years

Basic Roles

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