Role: Head of Client Experience
Location: India (Gurgaon and Mumbai)
Experience: 8–10 years
Role Summary
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, B2 B Saa S setting. 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 B2 B Saa S 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 customer feedback, analyzing patterns, and driving improvement actions.




- Create automation and tooling to enable proactive customer experience management at scale.
- Partner with Sales, Product, Engineering, Operations, Support, and Leadership teams to improve customer outcomes.
- Identify recurring issues across accounts and drive systemic fixes, process improvements, and governance actions.
- Set up review mechanisms for customer health, escalations, service quality, and outcome tracking.
- Build scalable structures that help the organization move from reactive support to proactive experience management.
- Translate customer insights into recommendations that improve retention, adoption, service delivery, and operational efficiency.
- Drive consistency in customer interactions and experience across teams and business units.
- Support continuous improvement initiatives tied to customer success, compliance, and service excellence.
Required Qualifications
- 8–10 years o

📌 Head Of Customer Experience (Gurugram)
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