Mervin F.
Customer Experience Leader | Scaling Tech-Enabled Journeys | BFSI Transformation at Bandhan Bank
- Role
- Senior Vice President at Bandhan Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Mervin F.
Driving Customer Experience Excellence | CRM & Service Delivery | BFSI Sector…
Experience
Senior Vice President
Feb 2024 — Present · Mumbai, IN
Bandhan Bank – Scaling CX Excellence Through TransformationAt Bandhan Bank, I built on this foundation to drive enterprise-wide CX transformation across delivery channels. My focus has been on: • Embedding a customer-first culture across teams and partners. • Leveraging CRM systems and digital-first solutions to unify journeys across touchpoints. • Enhancing service quality, operational efficiency, and automation adoption to strengthen loyalty. • Aligning service metrics with strategic goals to deliver sustainable growth in the competitive BFSI sector.This progression from tech-driven CX innovation at Axis Bank to scaling holistic customer experience at Bandhan Bank demonstrates my ability to blend human insight with technology enablement to create differentiated customer journeys and measurable business outcomes.
Education
IIT Bombay - Shailesh J. Mehta School of Management
Executive Program in Management, Marketing & HR
2013 — 2014
Elphinstone College
Bachelor of Arts (B.A.)
1990 — 1993
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