Job Description

We are looking for a visionary and customer-obsessed Head of Customer Experience (CX Head) to lead and elevate the customer journey across all touchpoints. This leadership role is responsible for designing, implementing, and optimizing customer experience strategies that drive satisfaction, loyalty, and business growth. The ideal candidate will have deep experience in customer-centric roles, excellent leadership skills, and a proven track record of delivering measurable improvements in customer experience metrics.

Key Responsibilities:

Own and define the customer experience vision and strategy across all channels and departments. Map and analyze the end-to-end customer journey, identifying pain points and opportunities for improvement. Lead cross-functional initiatives to enhance customer satisfaction, retention, and Net Promoter Score (NPS) Collaborate closely with Sales, Marketing, Product, Support, and Operations to ensure a seamless and consistent experience. Implement systems and processes to collect, analyze, and act on customer feedback and data. Champion a customer-first culture throughout the organization. Identify and apply best practices in CX, including the use of technology, automation, and personalization. Lead and develop the Customer Experience team, including CX managers, analysts, and customer care leaders. Establish KPIs and dashboards to monitor and report on customer experience performance. Handle high-impact customer escalations with empathy and efficiency, ensuring issue resolution and root cause analysis.
Job Type: Full-time

Pay: ₹420,000.00 - ₹540,000.00 per year

Benefits:

Cell phone reimbursement Provident Fund
Work Location: In person