Define and execute Fincra’s Customer Delight strategy aligned with company growth objectives
Oversee day-to-day support operations across all markets
Lead AI transformation of the Customer Delight function
Design structured retention and advocacy programs
Drive root-cause analysis for recurring issues
Maintain clear escalation governance and accountability

Advanced proficiency in customer experience strategy and service delivery frameworks
Strong knowledge of CRM and support tools
Proven experience implementing AI-enabled support workflows
Minimum 8+ years of senior management experience leading support or customer experience in fintech or regulated industries
Demonstrated ability to design structured escalation systems
Strong understanding of customer data privacy standards (GDPR, NDPR)
Advanced degree or certifications (MBA, CCXP) preferred but not mandatory.

VP Customer Delight

Key skills