Lead - Customer Experience

Job Responsibilities :

• To design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction, retention
• Analyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification.
• Set up feedback mechanisms and convert insights into actionable improvements in products, processes, and policies.
• Work with product, UX, and tech teams to simplify app / website navigation.
• Ensure smooth onboarding (fast KYC, instant activation).
• Partner with call center / chatbot / email teams to ensure first-time resolution.
• Build an omnichannel support experience (chat, WhatsApp, voice, in-app).
• Develop escalation management and proactive communication strategies.
• Track customer journeys, churn patterns, and product adoption.
• Use analytics to predict and prevent drop-offs.
• Constant Innovation & Benchmarking : Continuous study of best practices from fintechs, banks, and domestic and global brokers. Present in CDC for action and improvements

Required Skills & Experience :

Skills Required

Journey Mapping, service recovery, trading platforms, Crm, Design Thinking