Job Description

To lead customer research initiatives that inform and optimize digital customer journeys and touchpoints across Maruti Suzuki's platforms, ensuring a seamless, personalized, and data-driven experience for users.
Key Responsibilities
1. Customer Journey Mapping & Optimization
Develop detailed customer journey maps across digital and physical touchpoints.
Identify friction points and opportunities for personalization.
Collaborate with UX/UI and product teams to improve digital interfaces and service flows.
2. Touchpoint Analysis & Strategy
Audit and evaluate all customer touchpoints (website, app, service centers, digital campaigns).
Recommend enhancements based on behavioral data, feedback, and usability testing.
3. Customer Experience Research
Design and conduct qualitative and quantitative research (e.g., surveys, interviews, diary studies, ethnographic research).
Analyze customer sentiment, motivations, and pain points across segments.
Translate insights into actionable recommendations for product, marketing, and service teams.
Maintain a repository of customer personas and journey maps.
4. Data-Driven Decision Making
Use analytics tools (e.g., Google Analytics, Mixpanel, Power BI) to derive actionable insights.
Integrate research findings with behavioral and transactional data.
Present findings to leadership with clear business impact and strategic recommendations.
5. Cross-Functional Collaboration
Partner with marketing, product, IT, and dealership teams to align CX strategies.
Ensure consistent messaging and experience across channels and customer lifecycle stages.
6. Innovation & Benchmarking
Stay updated on global CX trends, tools, and methodologies.
Pilot new digital CX initiatives (e.g., virtual showrooms, AI chatbots, personalized content).
Ideal Candidate Profile
Education:

• MBA with specialization in Product Management, Marketing, or Customer Experience Strategy.

• Alternatively, a Master's in Human-Centered Design, Psychology, or Digital Business Transformation.

Experience:

• 5+ years in customer research, preferably in automotive, tech, or consulting sectors.

• Proven track record of leading customer journey and touchpoint initiatives in digital environments.

Skills:

• Journey mapping tools (e.g., Smaply, Lucidchart)

• Research platforms (e.g., Qualtrics, UserTesting)

• Strong storytelling and presentation skills

• Familiarity with agile, design thinking, and digital product development methodologies

Why This Role Matters at Maruti Suzuki
Maruti is increasingly digitizing the car buying journey--from online research to booking test drives and service appointments. This role ensures that every digital interaction is intuitive, empathetic, and aligned with customer expectations.