Head of Customer Experience

Summit Consulting ServicesPune, Republic Of India, IN

1 day ago

Job description

About the Role

The India Leader will provide strategic and operational leadership for all India-based operations, with a strong focus on Customer Experience, Business Process Operations, and Data Analytics . This role requires a visionary yet hands-on leader who can drive excellence in service delivery, build and scale high-performing teams, and represent the India center in the global leadership ecosystem.

The role will involve overseeing end-to-end service delivery , operational excellence , talent strategy , and business transformation through process optimization, analytics, and automation. The leader will partner closely with global stakeholders to ensure India remains a center of excellence for innovation, customer experience, and data-driven insights.

Key Responsibilities

Provide strategic direction and operational oversight for India operations across BPO, Customer Experience, and Data Analytics functions.
Lead, inspire, and mentor the India leadership team to achieve business goals while fostering a culture of performance, inclusion, and innovation.
Build and scale high-performing customer experience operations with a strong focus on quality, efficiency, and satisfaction metrics (CSAT, NPS, FCR, etc.).
Drive data-led transformation by leveraging analytics, automation, and AI to improve processes, reduce cost, and enhance customer outcomes.
Partner with global business and functional leaders to align India’s strategy with global objectives, ensuring synergy across teams.
Oversee support functions including HR, Finance, Legal, Facilities, and IT to ensure operational excellence and compliance.
Serve as the external face of the company in India , representing the organization with regulatory bodies, industry forums, and local partners.
Ensure strong governance, compliance, and risk management practices across all business areas.
Drive a continuous improvement culture focused on operational KPIs, process standardization, and talent development .

Experience and Expertise

15+ years of leadership experience in BPO, Shared Services, or Global Capability Centers with deep exposure to Customer Experience and Data Analytics operations.

Proven success in scaling large, multi-function operations with measurable business impact.

Strong understanding of CX metrics , digital transformation , and data analytics platforms (e.G., Power BI, Tableau, Google Analytics, etc.).

Demonstrated ability to work across cultures and matrix organizations, influencing global stakeholders effectively.

Experience in process re-engineering , automation (RPA / AI) , and data-driven decision-making .

Excellent financial acumen with experience managing P&L , budgets, and cost optimization programs.

Strong people leadership, communication, and change management skills.

Ability to manage multiple stakeholders and drive accountability across functions.

Advanced degree in Business, Technology, or Analytics preferred.

Leadership Competencies

Customer-First Mindset : Deep passion for customer experience and operational excellence.

Analytical Thinker : Uses data to drive strategy, decision-making, and measurable outcomes.

Collaborative Leader : Builds trust and alignment across global and local teams.

Innovator : Encourages experimentation, new ideas, and use of emerging technologies.

Inclusive Leader : Builds diverse, empowered teams with a culture of growth and accountability.

Strategic Executor : Balances long-term vision with short-term deliverables to ensure sustainable growth.

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Head Of Customer Experience • Pune, Republic Of India, IN