Head - Customer Experience

Head - Customer Experience

Description:

- Define and execute enterprise CX strategy (3 to 5 years)
- Lead customer journey mapping and experience redesign
- Embed customer-first culture across the organization
- Establish VoC frameworks (NPS, CSAT, CES)
- Drive customer analytics, segmentation, and retention strategies
- Translate insights into business actions
- Optimize end-to-end customer journeys (sales to service)
- Standardize service excellence frameworks
- Drive digitization and process simplification
- Improve acquisition, retention, upsell, and CLV
- Embed CX metrics into revenue and performance frameworks
- Lead digital CX platforms (apps, portals, self-service)
- Drive automation, AI-led service, and omnichannel experience
- Track CX KPIs, SLAs, and dashboards.
- Lead cross-functional governance and process improvements.
- Build and lead high-performing CX teams.
- Drive customer-centric capability building across BUs
- Manage customer-related risks and escalations
- Ensure compliance and strong reputation management