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Head Customer Service | Gurugram

📍 Michael Page • Gurugram, Haryana, India • Posted May 26, 2026

Permanent Posted May 26, 2026
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Job Description

  • One of the leading Brands
  • Leadership position

    • About 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.

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