Senior Leader - Customer Experience (CX)

Michael Page; India; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Competitive salary package

Influence CX strategy in financials

Work in Gurgaon

Career growth opportunities

Impact in retail banking

Job summary

Michael Page is seeking a senior CX transformation lead for a leading financial services firm in Gurgaon. You will own end-to-end customer servicing across in-house and outsourced teams, driving AI-driven service innovation while ensuring compliance and audit readiness.

The role requires strong leadership in CX or operations within BFSI/FinTech, with a proven track record in large teams and customer-centric initiatives.

Qualifications

• Senior leadership experience in CX or operations roles, preferably in BFSI, FinTech, or tech-driven consumer businesses.
• Strong exposure to AI, automation, and digital transformation in customer experience.
• Proven track record in managing large teams and high-impact CX initiatives.
• Deep understanding of customer metrics (NPS, CSAT) and regulatory frameworks.
• Ability to engage with senior stakeholders and manage regulatory interactions.

Responsibilities

• Lead end-to-end customer servicing and retention across in-house and outsourced teams.
• Drive performance metrics such as NPS, CSAT, and resolution timelines.
• Ensure regulatory compliance and audit readiness, particularly aligned with financial industry standards.
• Transform service quality using AI-led monitoring and analytics.
• Implement proactive risk management and internal control frameworks.
• Act as product owner for CX automation initiatives and digital transformation projects.
• Collaborate with technology teams to scale AI use cases and improve customer journeys.
• Build seamless, low-friction service experiences through process redesign and automation.

Skills

CX leadership

AI in CX

Regulatory compliance

Stakeholder management

NPS/CSAT

Team management

Digital transformation

Education

Bachelor's degree

Job description

• Lead CX transformation with ownership of AI-driven service innovation.
• Strong visibility with senior leadership.

About Our Client

The client is a leading financial services organization operating in the housing finance sector with a sizeable assets under management portfolio. The company is undergoing a strategic shift toward becoming a customer-centric, technology-enabled enterprise with a strong emphasis on innovation and regulatory compliance.

Job Description

• Lead end-to-end customer servicing and retention functions across in-house and outsourced teams
• Drive performance metrics such as NPS, CSAT, and resolution timelines
• Ensure regulatory compliance and audit readiness, particularly aligned with financial industry standards
• Transform service quality function using AI-led monitoring and analytics
• Implement proactive risk management and internal control frameworks
• Act as product owner for CX automation initiatives and digital transformation projects
• Collaborate with technology teams to scale AI use cases and improve customer journeys
• Build seamless, low-friction service experiences through process redesign and automation

The Successful Applicant

• Senior leadership experience in CX or operations roles, preferably in BFSI, FinTech, or tech-driven consumer businesses
• Strong exposure to AI, automation, and digital transformation in customer experience
• Proven track record in managing large teams and high-impact CX initiatives
• Deep understanding of customer metrics (NPS, CSAT) and regulatory frameworks
• Ability to engage with senior stakeholders and manage regulatory interactions
• Strategic thinker with strong execution capabilities
• Excellent communication, leadership, and problem-solving skills
• Bachelor's degree required; advanced qualifications or certifications in business, operations, or technology preferred

What's on Offer

• A competitive salary package.
• Opportunities to influence customer experience strategies in the financial services industry.
• A professional and collaborative work environment in Gurgaon.
• Career growth opportunities within a growing organization.
• A chance to make a meaningful impact in the retail banking and loans sector.