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Mid-level generalist CX role in a Gurgaon financial firm with broad skills and marketable experience, so competition is high.
Requires asset/wealth management and EMEA client management exposure, so industry-specific background is strongly preferred.
Explicit 5–7 years plus financial services background, Consumer Duty familiarity, and CRM/data skills increases shortlisting strictness.
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Own and support the design, evolution, and embedding of the end-to-end client journey framework for priority client types, including documenting current and target state journeys and identifying key "moments that matter".
Drive continuous improvement by identifying pain points and inefficiencies in client journeys, maintaining a prioritized pipeline of initiatives, coordinating delivery, and tracking post-implementation outcomes.
Leverage data, MI, and technology to produce KPIs, dashboards, and reports measuring client engagement and improvements; partner with internal teams to embed automation and AI to enhance client experience.
5 to 7 years of experience in asset management, wealth management, financial services consulting, or client-facing operations, preferably with exposure to EMEA distribution or client management.
Working understanding of end-to-end client lifecycle including pre-win, onboarding, change, and ongoing client management.
Proven ability to produce executive-ready deliverables using PowerPoint, Excel, Word; experience with data, MI, workflow tools, and CRM platforms (e.g., Salesforce).
Comfortable working across multiple time zones in a matrixed and capacity-constrained environment.
Experienced in client journey mapping and continuous improvement within asset or wealth management, able to manage complex stakeholder relationships including senior leadership engagement.
Analytical problem-solver skilled in structuring investigations, root cause analysis, and producing clear, data-driven reports and dashboards to support decision-making.
Comfortable driving delivery in ambiguous environments with matrixed stakeholders and partnering with technology teams to implement automation and AI solutions for client experience enhancement.