Head of Customer Experience

Role:
Head of Client Experience

Location:

India (Gurgaon and Mumbai)

Experience:

8–10 years

Role Summary

We are looking for a Head of Client Experience to build and scale the systems, processes, and governance needed to measure and improve customer experience across a fast-growing Fintech, Banking, BFSI, B2B SaaS environment. This is a strategic and operational role, not a traditional account management position. The focus will be on creating scalable frameworks for customer health, service quality, feedback loops, and cross-functional accountability.

Key Responsibilities

- Build and own the client experience operating model across customer segments in fintech, banking, BFSI, and B2B SaaS environments.
- Define and monitor CX KPIs such as customer health, satisfaction, adoption, delivery quality, issue resolution, and customer impact.
- Design dashboards and reporting layers to track customer experience, account performance, and operational trends.
- Establish standardized processes for capturing customer feedback, analyzing patterns, and driving improvement actions.
- Create automation and tooling to enable proactive customer experience management at scale.
- Partner with Sales, Product, Engineering, Operations, Support, and Leadership teams to improve customer outcomes.
- Identify recurring issues across accounts and drive systemic fixes, process improvements, and governance actions.
- Set up review mechanisms for customer health, escalations, service quality, and outcome tracking.
- Build scalable structures that help the organization move from reactive support to proactive experience management.
- Translate customer insights into recommendations that improve retention, adoption, service delivery, and operational efficiency.
- Drive consistency in customer interactions and experience across teams and business units.
- Support continuous improvement initiatives tied to customer success, compliance, and service excellence.

Required Qualifications

- 8–10 years of experience in Client Experience, Customer Operations, Customer Success Operations, CX Transformation, Program Management, or related roles.
- Strong experience in fintech, banking, BFSI, B2B SaaS, or enterprise technology environments.
- Proven ability to design and operationalize customer experience systems at scale.
- Hands-on experience with dashboards, workflow design, automation, reporting, and governance frameworks.
- Strong analytical and process-oriented mindset with the ability to turn data into action.
- Experience working cross-functionally with sales, product, operations, support, and leadership teams.
- Strong stakeholder management and execution skills in complex environments.
- Ability to solve systemic problems and build repeatable processes.
- Exposure to customer health monitoring, service quality, feedback management, or delivery excellence.
- Strong communication, prioritization, and problem-solving capabilities.

Preferred Qualifications

- Experience building CX or customer operations functions in fintech, banking, BFSI, or SaaS organizations.
- Understanding of customer journey management, lifecycle governance, and service-level measurement.
- Familiarity with CRM systems, analytics tools, workflow automation, and reporting platforms.
- Experience in regulated businesses where compliance, auditability, and process control matter.
- Ability to create structure in ambiguous, fast-scaling environments.
- Strong orientation toward operational excellence and continuous improvement.

What Success Looks Like

- Clear and standardized CX measurement across the organization.
- Improved visibility into customer health, experience trends, and operational bottlenecks.
- Faster identification and resolution of systemic issues.
- Strong governance and accountability for customer experience initiatives.
- Scalable systems that support proactive customer management and long-term growth.

About the Opportunity

This is an opportunity to build the operating system for client experience in a fast-scaling fintech and Reg Tech company serving banking, BFSI, and enterprise clients.

The right candidate will enjoy creating structure, measurement, and intelligence layers that help the business improve customer happiness at scale.