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, B2 B Saa S 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 B2 B Saa S 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.
- Esta...