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
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