Lead - Customer Experience

Key Responsibilities:

• Develop and implement customer experience strategies aligned with organizational goals.
• Serve as the customer advocate, representing their needs and expectations in business decisions.
• Map and analyze customer journeys to identify pain points and opportunities for improvement.
• Collaborate with cross-functional teams to deliver consistent and frictionless experiences.
• Define and track CX metrics (NPS, CSAT, CES, churn, retention) and present insights to leadership.
• Establish feedback loops through surveys, focus groups, and analytics to continuously improve products and services.
• Lead customer-centric culture initiatives, training employees on CX best practices.
• Drive digital-first and self-service experience initiatives to enhance customer convenience.
• Handle escalations and ensure timely resolution of critical customer issues.

Qualifications & Skills:

• Bachelors/masters degree in business, Marketing, or related field.
• Relevant experience of 5+ years in customer experience, service excellence, or related domains is a must.
• Strong understanding of customer journey mapping and CX metrics.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to influence teams and drive a customer-first mindset across the organization.

Key Competencies:

• Customer-centric mindset with empathy and active listening skills.
• Strategic thinker with strong analytical and data-driven decision-making abilities.
• Collaborative, with the ability to work across departments and levels.

- Adaptability to fast-paced and dynamic business environments.,