Flipkart - Associate Director - Business/Digital Transformation - Customer Experience

Associate Director - Business Transformation/ Digital Transformation - CX

- The Associate Director, Business Transformation/ Digital Transformation - Customer Experience (CX) Design will be responsible for improving end-to-end customer experience-impacting business processes and touch points for specific journey nodes of a customer

Roles & Responsibilities :

- 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.

Competencies critical for this role:

- Strategy and Design thinking - Has a long term view. Can think and strategize for end to end (customer as well as of the value chain).

- Execution Excellence - Ability to break down the strategy into executable roadmap, considering scale and complexity

- People Management - Strong ability to coach and mentor the team and align towards common objectives

- Applied Innovation - Is able to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps.

- Stakeholder Management - Is able to work across functions in the org and and align stakeholders in a way that positively impacts customer experience.

- Strong Problem Solving and Analytical Skills - Strong detail orientation with the ability to analyze and infer customer insights from data will be a key capability.

Experience ( Preferable ):

- 13+ years- experience overall with 8-10 years in customer experience design/relevant design roles

- In-depth knowledge of customer journey, journey maps, drivers of experience at large scale

- Strong people management and cross-functional leadership experience.

Location: Bangalore, India

Travel ~ 10% of time

Reporting to : Head of CX Design