Functional Head-Customer Experience

• 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:

• 16 to 23 years of relevant experience

• Domain knowledge: Online broking, trading platforms, fintech.

• CX skills: Journey mapping, design thinking, service recovery.

• Tech orientation: Familiarity with app analytics, CRM, chatbots, AI-driven CX tools.