Lead - Customer Experience

Company Overview:

AU Small Finance Bank is Indias largest Small Finance Bank, operating as a retail-focused institution that provides a comprehensive suite of banking products and services. Headquartered in Jaipur, the bank serves millions of customers across urban and rural India, bridging the gap between traditional banking and modern financial technology. With a strong emphasis on inclusive growth, the organization leverages a robust digital infrastructure and an extensive branch network to empower individuals and small businesses through personalized financial solutions.

Role Overview:

The Lead - Customer Experience will spearhead the banks efforts to design and implement a seamless, customer-centric journey across all touchpoints. This role involves collaborating closely with product, operations, and digital transformation teams to identify friction points and elevate service standards. By analyzing customer feedback and behavioral data, the incumbent will drive initiatives that enhance satisfaction, loyalty, and brand advocacy, ensuring that the banks service delivery remains ahead of industry benchmarks.

Key Responsibilities:

- Design and execute comprehensive customer experience strategies to improve service delivery across digital and physical banking channels.

- Analyze customer journey maps and feedback loops to identify pain points and implement corrective measures that reduce resolution time.

- Collaborate with cross-functional stakeholders to integrate customer-centricity into product development and operational workflows.

- Monitor key performance indicators such as Net Promoter Score (NPS) and Customer Effort Score (CES) to track the impact of service improvements on business outcomes.

- Lead initiatives to foster a culture of service excellence across the organization by training teams on best practices in customer engagement.

Required Skillset:

- Demonstrated ability to translate complex customer data into actionable insights that drive business strategy and service improvements.

- Strong proficiency in managing end-to-end customer lifecycle projects within a high-growth banking or financial services environment.

- Excellent stakeholder management skills, with the ability to influence cross-functional teams and align them toward a unified customer experience vision.

- Exceptional communication and interpersonal abilities to articulate complex service challenges and solutions to senior leadership.

- A postgraduate degree in management or a related field from a premier institute is preferred.

- Ability to work effectively in an on-site environment at our Jaipur headquarters, fostering collaboration through direct engagement with internal teams.