AU Small Finance Bank - Lead - Customer Experience

Company Overview:

AU Small Finance Bank Limited is a leading Indian scheduled commercial bank that has successfully transitioned from a retail non-banking finance company to a full-service banking institution. Headquartered in Jaipur, the bank operates a robust network across India, focusing on providing comprehensive financial solutions to retail customers, MSMEs, and corporate clients. With a strong emphasis on technology-led banking and financial inclusion, AU Bank maintains a culture of agility, customer-centricity, and sustainable growth, serving millions of customers through its diverse digital and physical touchpoints.

Role Overview:

The Lead Customer Experience will spearhead the bank's strategic initiatives to elevate service standards and deepen client relationships across all banking segments. This role involves orchestrating cross-functional efforts between product, technology, and operations teams to ensure a seamless, omnichannel banking journey. You will act as the primary custodian of the customer voice, utilizing data-driven insights to refine service delivery, resolve complex friction points, and drive long-term loyalty. By collaborating with senior leadership, you will shape the future of the bank's service architecture to maintain a competitive edge in the evolving financial services landscape.

Key Responsibilities:

• Design and implement a comprehensive customer experience roadmap to enhance satisfaction scores and reduce churn across digital and physical banking channels.
• Leverage advanced customer analytics to identify behavioral patterns and pain points, translating these insights into actionable service improvements.
• Oversee the integration of CRM systems to provide a unified view of the customer, enabling personalized engagement and proactive service delivery.
• Lead large-scale transformation projects that streamline customer-facing processes, ensuring efficiency and compliance with banking regulations.
• Establish robust feedback loops and governance frameworks to monitor service quality, ensuring that client engagement remains consistent with the bank's brand values.
• Mentor and manage high-performing teams, fostering a culture of empathy and excellence in customer service and success operations.

Required Skillset:

• Demonstrated expertise in designing and executing customer experience strategies within the banking or financial services sector.
• Advanced proficiency in utilizing CRM platforms and customer analytics tools to drive data-backed decision-making and business outcomes.
• Exceptional ability to influence senior stakeholders and lead cross-functional teams through complex organizational changes.
• Strong interpersonal skills with the ability to translate complex technical or operational challenges into clear, customer-centric solutions.
• Proven track record of managing large-scale service operations and improving key performance indicators such as NPS, CSAT, and retention rates.
• A postgraduate degree in Management or a related field from a premier institute is preferred.
• Ability to thrive in a fast-paced, on-site work environment in Mumbai, maintaining high standards of professional excellence.