Head - Customer Experience

Head - Customer Experience

Description:

- Define and execute enterprise CX strategy (3 to 5 years)

- Lead customer journey mapping and experience redesign

- Embed customer-first culture across the organization

- Establish VoC frameworks (NPS, CSAT, CES)

- Drive customer analytics, segmentation, and retention strategies

- Translate insights into business actions

- Optimize end-to-end customer journeys (sales to service)

- Standardize service excellence frameworks

- Drive digitization and process simplification

- Improve acquisition, retention, upsell, and CLV

- Embed CX metrics into revenue and performance frameworks

- Lead digital CX platforms (apps, portals, self-service)

- Drive automation, AI-led service, and omnichannel experience

- Track CX KPIs, SLAs, and dashboards.

- Lead cross-functional governance and process improvements.

- Build and lead high-performing CX teams.

- Drive customer-centric capability building across BUs

- Manage customer-related risks and escalations

- Ensure compliance and strong reputation management