Global Head - Voice Of Customer - Financial Services

Location: Bengaluru (office-based / hybrid, per company policy) - Global role based in Bengaluru

Experience: 20+ years overall, including 5+ years running enterprise-scale VOC or customer-insights functions

Who should apply: This search is open only to professionals whose background is in US Banking, Mortgage, Cards, Wealth Management or Retirals (retirement services). Applications from outside these domains will not be considered.

About the company (confidential): A Fortune 500 financial services firm with a large, strategically important India centre in Bengaluru that works hand in hand with its global leadership.

The opportunity: This is a global leadership role, based in Bengaluru. The firm is setting up its first enterprise-wide Voice of Customer function, and you will lead it for the organisation worldwide. You start with a blank page: define how the organisation listens to its customers across every channel and market, decide what matters most, make sure feedback leads to action, and raise the bar on customer experience across the business. You will work closely with senior global executives and help shape their decisions.

What you will do:

• Shape a multi-year VOC and customer-insights strategy, with a yearly research plan and a roadmap tied to business priorities.
• Stand up the function from zero: hire a small founding team across global locations, then plan and lead its growth.
• Create and chair a VOC Council of senior leaders that agrees priorities, tracks progress and holds teams to account.
• Bring together the views of every customer group the firm serves (institutional, intermediary and individual) into one picture.
• Own the VOC operating model end to end: budget, vendor and platform decisions, data integration and governance.
• Set firm-wide standards for NPS, CSAT and CES at relationship and journey level, including sampling, bias control, weighting and trend consistency.
• Combine surveys, complaints, contact-centre and chat transcripts, CRM, digital and transaction data, using text analytics and well-governed AI.
• Turn what customers say into clear recommendations on strategy, products, service design and investment, and present them convincingly to the C-suite.
• Recruit, coach and grow a team of researchers, analysts and program leads.

What you bring:

• Mandatory: hands-on domain experience in US Banking, Mortgage, Cards, Wealth Management or Retirals.
• 20+ years across VOC, customer insights, CX, market research, analytics or strategy, with 5+ years leading enterprise VOC programs and cross-functional teams.
• Has set up a VOC program from scratch (more than once is a strong plus) and authored an enterprise-level strategy.
• Solid analytical grounding: survey design, sampling, driver analysis, segmentation.
• Proven ability to get insights acted on: you have briefed C-suite leaders, changed decisions and can point to measurable outcomes.
• Hands-on experience with enterprise VOC / CX platforms such as Medallia or Qualtrics is strongly preferred.
• Experience in a global financial institution, or the financial-services practice of a consulting or research firm, is a plus.
• A postgraduate degree or CCXP is a plus.

Why join:

• A permanent, senior leadership role with a financially strong Fortune 500 firm known for long-term stability.
• A true greenfield mandate: you design the function, pick the team and set the agenda.
• Global scope and visibility, with a long-term career path.