Head of Customer Experience

Mobikwik is India's leading Digital Financial Services platform & Largest Digital Wallet, trusted by over 167 million users & 4.4 million businesses. As a pioneer in the Fintech space, Mobikwik empowers its users with a robust suite of services, including Digital payments, Credit & Investments. Recently, Mobikwik achieved a significant milestone with its Initial Public Offering (IPO), marking a new chapter in its journey of innovation & growth. With a mission to democratize financial inclusion, Mobikwik continues to transform how Indians manage their money, offering secure, seamless & user-friendly solutions that cater to a diverse range of financial needs.

Job Title: AVP/VP Customer Experience (Consumer and Merchants)

Location: Gurgaon

About the Role:

As the Head of Customer Experience will own and lead the end-to-end experience charter for both consumers and merchants , across acquisition, onboarding, transacting, servicing, dispute resolution, and retention. This is a strategic business leadership role , not a support-only function. You will operate at the intersection of CX strategy, operations, product, technology, risk, and compliance , ensuring that customer experience becomes a durable competitive advantage at scale.

Key Responsibilities

• Define and execute the overall consumer and merchant experience strategy aligned with business goals.
• Design and continuously improve end-to-end consumer and merchant journeys.
• Establish and monitor experience KPIs including NPS, CSAT, CES, and TAT.
• Strengthen onboarding, servicing, and support processes for merchants to ensure seamless experience.
• Drive digital and self-service enablement across customer and merchant touchpoints.
• Implement a strong Voice of Customer (VoC) framework to capture and act on insights.
• Collaborate with Product, Technology, and Risk teams to improve processes and reduce friction.
• Lead CX operations across multiple channels ensuring consistent and superior service delivery.
• Build and manage feedback analytics dashboards to track and report experience metrics.
• Identify root causes of customer pain points and drive process excellence initiatives.
• Champion customer-first culture across the organization through training and engagement.
• Lead, mentor, and scale a high-performing customer experience team.

Requirements

• 15+ years of experience in Customer Experience or Service Strategy within fintech or internet industry.
• Proven track record in designing and executing scalable CX frameworks.
• Strong understanding of fintech products, payment flows, and merchant ecosystems.
• Experience with CX management tools (e.g., Zendesk, Freshdesk, Salesforce, Sprinklr, Connect Insights etc.).
• Excellent analytical, communication, and stakeholder management skills.

Why Mobikwik?

• Work with a fast-paced and innovative team in one of Indias leading fintech companies.
• Be a part of a company that is transforming digital payments and financial services.