Head Customer Service | Gurugram

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

Location Gurugram, Haryana

Job Type Permanent

Category Advertising, Marketing, Promotions, Public Relations, and Sales Managers

Posted May 26, 2026

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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