Head of Digital Customer Service and Customer Experience

Data Engineer

Project Role : Data Engineer
Project Role Description : Design, develop and maintain data solutions for data generation, collection, and processing. Create data pipelines, ensure data quality, and implement ETL (extract, transform and load) processes to migrate and deploy data across systems.
Must have skills : Digital Banking
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary
As the Head – Digital Customer Service & Experience, the role focuses on designing, delivering, and optimizing end-to-end digital customer journeys across multiple digital and assisted channels. The position ensures consistent, intuitive, and data-driven customer experiences while driving continuous improvement, innovation, and customer satisfaction.
Roles & Responsibilities

Own end-to-end digital service and experience journeys.
Lead CX, UI, and UX strategy and governance.
Manage drop-off analysis, error resolution, and journey stability.
Drive analytics, dashboards, and customer sentiment tracking.
Ensure omni-channel experience consistency.
Lead CX innovation, automation, and AI initiatives.
Manage cross-functional teams and governance forums.

Professional & Technical Skills

Must To Have Skills: Digital CX and Journey Design expertise.
Strong knowledge of UX/UI frameworks and analytics tools.
Experience in CRM, automation, and AI-driven service tools.
Excellent leadership and stakeholder coordination abilities.

Additional Information

10–15 years of experience in Digital CX / Banking.
Mumbai-based role.
MBA / Postgraduate qualification required.