Head - Customer Experience Excellence - IIM/IIT

Key Pointers:

• Only looking for people from top IIMs and BSchools. IIT Btech background is also considered.
• Must have service excellence experience.
• Must be in current sal bracket of 50 to 75 LPA.
• It is a CE/ Strategy role, not a Sales/BD profile.

Key Responsibilities:

• Build and lead ultra HNI focused CE excellence platform and operating model.
• Design technology-enabled workflows using AI, automation and digital tools.
• Build CE as a focused business model targeting existing ultra HNI customers by building integrated end to end services in Healthcare.
• Develop SOPs, service standards and operational dashboards.
• Drive seamless coordination across hospitals, doctors, insurers and partner ecosystems.
• Build a scalable, cost-efficient operating model without compromising customer experience.
• Continuously improve service quality through innovation and data-driven decision-making.

Experience & Expertise:

• The ideal candidate should have 10-20 years of experience in customer focused business models, HNI operations, premium customer service or hospitality.
• Proven experience building and scaling customer operations.
• Strong understanding of AI, CRM platforms, workflow automation and technology-led service delivery.
• Experience managing large operational and field teams.
• Strong commercial acumen with a focus on productivity and cost optimization.
• A track record of challenging conventional operating models and building innovative solutions.
• Excellent stakeholder management and leadership skills.

Preferred Background:

• Experience with organizations known for world-class premium service delivery, such as Premium Banking, premium healthcare providers or luxury hospitality brands, will be preferred.