Director - Customer Experience Role Overview: The Director of Customer Experience (Process Improvement and Transformation) will lead initiatives to enhance customer experience by analyzing, redesigning, and implementing processes that align with IndiGo's commitment to providing a courteous, hassle-free travel experience. This role is crucial in supporting the airline's strategic goal of expanding its footprint across new domestic and international markets. Key Responsibilities: Strategic Planning: - Develop and execute customer experience processes that supports IndiGo's expansion into new regions, ensuring consistency and excellence in service delivery. Process Improvement: - Identify areas for process enhancement within the customer journey, utilizing data- driven analysis to streamline operations and improve efficiency. - Lead cross-functional teams to implement process improvements that reduce costs and enhance service quality. - Lead automation initiatives across all customer experience processes to enhance efficiency and scalability. - Lead change management initiatives to ensure smooth adoption of new processes and technologies in global and domestic markets. Transformation Initiatives: - Drive transformation projects aimed at elevating the customer experience, including the adoption of new technologies and innovative service models. - Collaborate with IT and digital teams to integrate customer-centric solutions that enhance engagement and satisfaction. - Champion process reengineering efforts to optimize workflows, enhance efficiency, and align with international customer expectations. Performance Metrics: - Establish and monitor key performance indicators (KPIs) related to customer satisfaction, process efficiency, and service quality. - Utilize customer feedback and data analytics to inform decision-making and continuous improvement efforts. Stakeholder Collaboration: - Work closely with internal stakeholders, including operations, marketing, and sales teams, to ensure alignment of customer experience initiatives with business objectives. - Engage with external partners and industry bodies to stay abreast of best practice and emerging trends in customer experience management. Leadership and Development: - Lead, mentor, and develop a team of customer experience professionals, fostering a culture of excellence and continuous improvement. Qualifications: - Bachelor's degree in business administration, Operations Management, or a related field; Master's degree preferred. - Minimum of 10 years of experience in customer experience management, process improvement, or operational transformation, preferably within the aviation or hospitality industry. - Proven track record of leading large-scale process improvement initiatives and driving organizational change. - Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies. - Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels. - Familiarity with Lean, Six Sigma, or other process improvement methodologies is a plus. Competencies: - Effective Communication - Customer-Centric Mindset - Analytical and Strategic Thinking - Market Intelligence & Awareness of Global Industry Best Practices - Driving Process Innovation and Change - Managing Remote, Cross-Functional, and Multinational Teams - Emotional Intelligence & Conflict Management - Coaching and Developing People - Performance and Stakeholder Management

Bangalore

Director - Customer Experience - Process Improvement & Transformation 

Job Description for Director - Customer Experience - Process Improvement & Transformation  in HR Genesis in  Bangalore for (10-15) years of experience. Apply Now!