Associate Director - Customer Experience

About the job

Title : Associate Director - Customer Experience

About Us : Setu is reimagining the digital financial future of India. Our products power onboarding, payments, lending, deposits and financial data flows for dozens of businesses, making complex journeys simple, secure & scalable.

If you want a role where you get to build brand, campaigns, content, presence — from the ground up — this is it.

What You’ll Do :

We are looking for a Head of Customer Experience to lead our Customer Experience team at Setu. This is a People Manager role. In this role, you will be responsible for shaping and delivering Setu’s customer experience strategy across fintech products. You will drive the transformation of customer interactions by leveraging technology, AI, and data-led insights, while ensuring operational excellence, compliance, and scalable processes. This role is critical in building trust with customers, optimizing service delivery, and creating a culture of customer-centricity across the organization.

What We Want From You :

1. Strategy & Leadership

• Define and execute a holistic customer experience strategy aligned with Setu and Pine Labs’ growth objectives.
• Lead the shift towards AI-driven, digital-first customer engagement models.
• Act as the voice of the customer, championing improvements across product, operations, and technology.

2. Customer Operations & Engagement

3. Technology & Transformation

4. Performance & Compliance

5. Team Leadership & Development

What matters in this role :

Why Join Setu Now :