Job Title

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: GurgaonAbout 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 India’s leading fintech companies. - Be a part of a company that is transforming digital payments and financial services.