About Huru:
Huru is a regulated fintech company licensed by the Central Bank of the UAE, building financial solutions that make banking and payments simpler, faster, and more accessible. We are on a mission to serve the underbanked workforce through creative payment products, payroll solutions, remittances, and embedded financial services.
As we continue to scale, we're looking for a Head of Customer Experience who can redefine how customers interact with Huru by combining exceptional customer-centric thinking with technology, automation, AI, and operational excellence.
Key Responsibilities
Own the end-to-end Customer Experience strategy across all customer touchpoints, ensuring a seamless and consistent experience throughout the customer journey.
Design and implement scalable customer support operations capable of supporting rapid business growth.
Leverage AI, automation, and technology to transform customer support, reduce response times, improve resolution rates, and enhance customer satisfaction.
Evaluate, implement,
and optimize AI-powered customer service solutions including chatbots, agent assist tools, knowledge management, workflow automation, and intelligent routing.
Build a data-driven CX function by defining and monitoring KPIs such as CSAT, NPS, CES, SLA adherence, First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), and customer retention.
Partner closely with Product, Engineering, Operations, Compliance, Risk, Marketing, and Business teams to identify customer pain points and drive systemic improvements.
Translate customer feedback into actionable product and operational enhancements.
Build scalable self-service capabilities including help centres, FAQs, digital onboarding journeys, and customer education initiatives.
Lead digital transformation initiatives that improve efficiency while maintaining high-quality customer interactions.
Develop customer journey maps and identify opportunities to eliminate friction
📌 Head of Customer Service (India)
🏢 Huru
📍 India