Head of Customer Experience

Ans Placements Pvt Ltd · India

Location Mumbai

Minimum experience 8 years

Basic Roles

1. Defined and implemented a bank-wide Customer Experience (CX) strategy aligned with business goals and regulatory expectations.
2. Developed and implemented the Bank’s first- centralized branch surveillance structure and Service Quality Framework – acting as the strong line of defense for bank.
3. Championed a culture of customer centricity across all business verticals and service channels and branches
4. Led customer journey mapping initiatives across branch, digital, and contact centre touchpoints.
5. Established the Voice of Customer (VoC) framework for actionable insights via NPS, CSAT, and complaint data.
6. Partnered with technology, operations, and product teams to embed CX metrics into transformation programs like Core Migration
7. Strengthened customer-first culture via training, audits, and feedback loops.