Vice President - Customer Experience - Financial Services (10-20 yrs)

Domnic Lewis has been mandated to hire a VP - Customer Experience at financial services for Mumbai location

Years of Experience - 10-20 years

Location - Worli, Mumbai

Industry - Candidate needs to be from the Financial Services industry

Responsibilities

1. Strategic Leadership:

- Develop and execute a comprehensive customer experience strategy aligned with the company's vision and objectives.

- Drive a customer-centric culture across all departments, fostering a deep understanding of customer needs and preferences.

2. Customer Journey Optimization:

- Analyse customer touchpoints and identify opportunities to streamline processes, remove friction points, and enhance overall satisfaction.

- Collaborate with cross-functional teams to implement improvements and innovations that enrich the end-to-end customer experience.

3. Data-Driven Insights:

- Utilize data analytics and customer feedback to gain actionable insights into customer behaviour, preferences, and pain points.

- Implement metrics and KPIs to measure the effectiveness of customer experience initiatives and drive continuous improvement.

4. Technology and Innovation:

- Stay abreast of emerging technologies and trends in customer experience to identify opportunities for innovation and differentiation.

- Champion the adoption of digital solutions and tools that enhance convenience, accessibility, and personalization for customers.

5. Compliance and Risk Management:

- Ensure that all customer experience initiatives comply with regulatory requirements and industry standards.

Qualifications:

- Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred.

- Proven track record of leadership in customer experience or related roles within the financial services industry.

- Strong strategic mindset with the ability to translate customer insights into actionable plans and initiatives.

- Excellent communication and interpersonal skills, with the ability to influence and inspire stakeholders at all levels.

- Analytical mindset with proficiency in data analysis and interpretation.