Flipkart - Associate Director - Customer Experience

About the team :

Customer experience is one of the core values of Flipkart and the experience team has been created to ensure we stay true to that on a consistent basis as an org. Experience team will collaborate with various functions across the org to fulfil the following charter :

- Build and sustain a culture of customer centricity

- Ensure there is a clear and unified E2E experience strategy(&CVP) and the functional charters / objectives / metrics / policies/ initiatives are aligned to that

- Be the champion of customer experience metrics and initiatives

- End to End management and governance (metrics, initiatives, policies, communication etc)

What you will do :

- E2E Experience Owner of Pre-order nodes

- Drive improvements and sustenance in the pre order journey nodes

- Ensure clarity of strategy, objectives and how tos

- Prioritization and unblocking

- Governance : Ensure there is clairy in input metrics, ownership, targets and guardrails and drive them with rigor. Ensure RCAs through governance bring about systemic changes

Other Key contributions :

- Will own and drive initiatives in the culture track

- Connect the dots between journey nodes and ensure blind spots are identified and addressed so that we have a cohesive execution strategy.

Experience/ skills required :

- Strong customer centricity, understanding and empathy

- Strong analytical orientation

- Strong program management skills, multi-tasking ability & interpersonal skills- ability to work with multiple cross-functional teams on fragmented workstreams

- Good Understanding of the interplay between tech, ops and business

- Being able to easily move between big picture thinking and detail orientation and continuously be able to connect the dots between strategy and execution across org

- 8+ year experience in business or tech roles or customer centric roles, preferably holds an MBA

Plus :

- Prior experience in ecommerce

- Prior experience with strategy to execution roles or roles where you have to influence without authority