Head Of Customer Experience

Role: Head of Client ExperienceLocation: India (Gurgaon and Mumbai)Experience: 8–10 yearsRole Summar yWe 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 ResponsibilitiesBuild 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, issue resolution, and customer impact.Design dashboards and reporting layers to track customer experience, account performance, and operational trends.Establish standardized processes for capturing cus...