Associate Director - Customer Experience Design - BFS/FMCG

- Guardrail customer experience through customer centric decision making, policies and processes

- Demonstrate good understanding of business objectives, align effort and get buy-in from stakeholders to propagate a customer-centric culture within the teams

- Be on top of the changing and varied customer needs

- Ownership of Key CX Metrics like NPS | CTU | IPU | Resolution | Satisfaction, etc

- Drive critical org wide OKRs for specific journey nodes which have a direct bearing on the Customer experience outcomes

- Collaborate with multiple cross functional teams within the org, manage diverse efforts, leverage the teams for synergies and delivering great customer outcomes