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Michael Page | Gurugram, India | Posted June 03, 2026
Position Overview
One of the leading BrandsLeadership positionAbout Our Client
One of the leading financial services companies in India.
Job Description
Customer Strategy & Vision: Define and drive the customer experience strategy aligned with business goals and regulatory standards.Journey Mapping & Optimization: Lead end-to-end customer journey mapping, identifying pain points and opportunities for improvement.Digital Experience: Collaborate with Product, Tech, and Operations to enhance digital interfaces and self-service capabilities.Voice of Customer (VoC): Build robust feedback loops through surveys, NPS, and analytics to inform decision-making.Service Excellence: Oversee customer service operations, ensuring high-quality resolution and satisfaction across channels.Cross-functional Leadership: Partner with Marketing, Risk, Collections, and Compliance to embed customer-first thinking.