Head – Customer Experience & Digital Transformation – FinTech – IIT/IIM/ISB (7-10 yrs)

IIT / IIM / ISB Candidates preferred

A promising 13 years old well established and growing Fintech Company in Gurgaon

The Head-Customer Experience & Digital Transformation Lead would be responsible for overseeing the customer service and ensuring the company delivers the highest level of customer service possible.

– Improve customer service experience.

– Take ownership of customer issues and follow problems through to resolution.

– Understand and own the controllable elements of service level delivery, productivity, staffing, and quality KPIs.

– Be a voice for our customers by identifying customer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for those customers.

– Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

– Collaboration with other departments to resolve complicated issues & issues which require special attention.

– Analyse customer care data and statistics to obtain results useful in taking key business decisions.

– Contribute to the development of industry-leading processes and best practices for delivering customer success.

8.Education qualifications, skills & experience : 

Education qualifications: MBA/PGDM from Tier 1 college


– Process maps for each of the complaint category

– Define the automation and the message to be delivered to the entrepreneur

– Map all automation to tools like Zoho, OneDirect etc.

– Quality focused, excellent problem solving and conflict resolution skills. 

Methodologies: OKR, Agile

Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI

Communication: Exceptional communication and presentation skills

– Minimum 7 years of experience in Customer Service/ Customer Care

– Should have experience in devising technology-based solutions for recording customer feedback.

– Should have experience in streamlining & automation of inbound and outbound communication channels.


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