Customer Experience Leader / Customer Operations / Gurgaon / Global Analytics India Pvt Ltd at GAIN Credit
Gurgaon, IN

Position Summary

The key requirement for the role is the ability to understand the business and develop key metrics to deliver our goal “Making Customers Feel Great” to improve customer experience with our products. The individual will possess the ability to work with vendor and display a proactive attitude in task ownership & execution. You will be responsible for:

  • Contact center partner management
  • Change management
  • Develop key metrics to improve customer experience
  • Developing knowledge material
  • Focus & work on first contact resolution

Organization Grade


Position Title

Customer Experience Leader


Customer Operations

Reporting Relationships


Cross Functional Relationships

Marketing, CMI & Compliance


Gurgaon with occasional travel to Chennai and Noida


Critical Business Activities

    • Develop an understanding of the requirement
    • Manage business process (es) to improve customer experience to achieve the goal “MakingCustomers Feel Great”
    • Collaboration -Develop cross site & vendor relationships to implement & execution
    • Align with MCM team on MCFG agenda “Making Customers Feel Great”
    • Develop & run change implementation projects
    • Create knowledge material, SOP, training documents and work with contact center partner fordeployment of team
    • Developing of key metrics to improve customer experience
    • Implement & execute the chat related projects to improve customer experience
    • Determine the call drivers and research customer touch point to introduce self-explanatoryapproaches
    • Develop operational plans to deliver great customer experiences
    • Lead teams in developing business and customer cases to help drive customer experience improvement
    • Develop views of both present and future customer journeys through quality research
    • Create effective communications across multiple internal channels to increase ability to change the customer experience
    • Travel – Should be flexible to travel between Gurgaon and Chennai (if required)
    • Communication: Responsibly perform end to end project communication across the various levelsin the organization


Technical Skills and Experience
    • Overall 10+ years of experience in the Contact center / Vendor management capacity preferably UK Financial domain (Voice, email, Chat)
    • 5+ years of experience in leading Customer facing projects with clear results – Customer journey, Customer Complaint handling, Service experience (customer facing)
    • 8+ years hands-on experience (& noteworthy achievements) in Leadership roles at Contact Center – Operations, Training, Strategic quality, Transactional Quality, Workflow etc. demonstrated impact in driving down contact rates, increasing quality, increasing customer satisfaction / NPS
    • Should have handled high impacting business customer problems – Excited about diving deep into problems and solving holistically, High degree of comfort in dealing with abstract situations and devising a structured approach to solution, defining newer metrics to drive objective results, data & fact driven in decision-making etc.
    • 5+ years of experience in developing knowledge material and delivery methodology especially driven by needs of the Product (new launches, modification etc.)
    • Highly adaptable to the varying needs of the role. e.g. diving deep into Customer situations and devising fair treatment; Owning up tasks which may be very transactional and require manual effort etc.
    • High level of competence in MS excel, power point Presentations and System savviness in general
    • Excellent communication and Collaborator / strong people manager and teamwork skills
    • Should be comfortable working in a highly regulated environment
    • Should be flexible with work hours/timings as driven by business needs