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
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