Flipkart - Associate Director - Customer Experience Design

Associate Director-CX Design

About the team:

The team is part of the Central Customer experience team in Flipkart which leads Flipkart Core business, Jeeves, Health+ & Shopsy. Customer experience Design forms the core of experience charter which assess, analyze & intervene with process changes along with training and operations.

About the role:

- This is a newly created position with a primary objective of evaluating customer pain of all existing and newly launched constructs & policies on the platform.

- Understand business requirement of the offering, highlight gaps and work with respective owners viz. BUs, Product, functions like supply chain, Fintech, Loyalty, Marketing etc. to problem solve and create a customer first proposition.

You are responsible for:

- Understand new and existing policies on platform and question their validity from Cx 1st mindset

- See from a larger org perspective of platform trust and enable retention & repeat

- Should be able to tie the bigger picture while navigating through the details & key pain area

- Should be good at Problem identification, articulation/ Story telling

- Liaise with partner org viz. Marketing, BU, Marketplace, Catalog, Fintech & Supply Chain & create a success metric view

You should have:

- Prior experience in Customer Experience Design & Strategy

- Enterprising individual; you should be a self starter and high on ownership

- Ability to navigate in unstructured status quo situation with an E2E process understanding and highlight gaps from customer first perspective

- Strong stakeholder management with an ability to intervene, partner and problem solve

- Ability to form clear outcome oriented business insights

- Educational background - Graduation/MBA

- Desire and ability to think like the customer

- Ability to translate strategies into execution plans and take them to completion

- Excellent verbal and written communication with interpersonal skills

- Strong understanding of technology and business

- Ability to connect with people across teams & levels

- Strong bias for Action - Flipkart works at a very rapid pace