JOB DESCRIPTION - Director- Customer Experience

Location: Gurgaon, Haryana, India

Reports To: Head of Customer Experience

Job Purpose:

Responsible for defining and delivering IndiGo's end-to-end product experience strategy by seamlessly integrating product design and brand identity. This role drives visual and experiential excellence across all customer touchpoints-digital and physical- ensuring alignment across departments and touchpoints. The incumbent leads the design and evolution of air travel offerings to create a distinctive, customer-centric experience that fosters delight and loyalty at every stage of the journey, while driving commercial success and competitiveness.

Key Responsibilities:

Product Strategy and Design & Integration:

- Design and lead all customer-facing in-cabin elements-seats, lavatories, lighting, fragrance, music, and other touchpoints.

- Create a unified product experience that reflects IndiGo's evolving brand identity.

- Define air product strategy across in-flight and airport experiences, including market analysis and portfolio management.

- Ensure product consistency across segments by collaborating on marketing assets and pricing with internal teams and revenue management.

- Work closely with Engineering and Technical teams to ensure design intent is preserved in implementation.

- Own product configuration decisions (e.g., galley layout, seat design justification) from a customer experience perspective.

In-Flight Entertainment (IFE) - Oversee the user experience (UI/UX) of the in-flight entertainment system.

- Define content presentation standards in alignment with Indigo's customer strategy.

Brand Management:

- Define and uphold Indigo's visual and sensory brand identity across all product touchpoints.

- Ensure consistency in design language across in-flight and on-ground customer experiences.

- Build a unified product perception that supports Indigo's positioning in the market.

Cross-Functional Collaboration & Go-to-Market:

- Act as a strategic partner to multiple verticals (Engineering, Operations, Marketing, and others) to deliver a seamless customer experience.

- Collaborate with the Engineering to align design goals with operational and regulatory requirements.

- Ensure Indigo's customer experience roadmap is informed by multi-disciplinary inputs and cross-team coordination.

- Define marketing positioning for inflight and airport products, oversee B2B/B2C material creation, and support IFS, AOCS, Catering and Digital teams in product launches.

- Collaborate with internal stakeholders and cross-functional teams-finance, operations, procurement, cabin design, catering, marketing, and sales-to enhance

quality, control costs, and align customer experience initiatives with business goals through new products and service standards.

- Engage with external partners and industry bodies to stay abreast of best practices and emerging trends in customer experience management.

Customer Experience Leadership & performance metrics:

- Lead customer experience strategy by setting service standards and ensuring a seamless, distinctive journey.

- Monitor and improve KPIs like revenue per passenger, satisfaction rate, unit costs, and competitiveness.

- Drive continuous improvement through pilot validations, upgrades, and service quality tracking.

Voice of the Customer:

- Keep abreast of the Voice of the Customer program, mapping and analyzing the journey, consolidating feedback, and using insights to drive strategic recommendations for customer experience and products.

- Stay abreast of CX and marketing trends, ensuring continuous benchmarking and implementing best practices for customer experience - both for industry and non- industry perspective

- Utilize customer feedback and data analytics to inform decision-making and continuous improvement efforts.

Leadership and Development:

- Lead, mentor, and develop a team of customer experience professionals, fostering a culture of excellence and continuous improvement.Education & Experience

Educational Guidelines:

- Bachelor's degree in Product Design, Branding, or related field.

- Master's degree preferred (Design Management, Business Administration, Branding)

Experience:

- 12-15 years of relevant experience in customer experience, product design, or brand development-ideally in aviation, hospitality, or consumer-facing industries

- Demonstrated leadership in developing and implementing product and brand experiences

- Ability to collaborate cross-functionally in high-impact, multi-stakeholder environments