Head of Customer Experience

Role: Head of Client Experience

Location: India (Gurgaon and Mumbai)

Experience: 8–10 years

Role Summar y

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 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 B2B SaaS environments.
• Define and monitor CX KPIs such as customer health, satisfaction, adoption, delivery quality, i...