Head - Customer Experience

Description:

The Head of Customer Success & Experience will own end-to-end customer journey, shaping the overall CX vision while leading high-performing teams across customer support, escalations, and experience excellence.

This role is responsible for driving customer satisfaction, loyalty, and advocacy by embedding customer-centric thinking into processes, systems, and cross-functional decision-making.

Key Responsibilities:

- Define and lead the overall Customer Success & Experience strategy aligned with brand promise and growth objectives.

- Act as the voice of the customer across the organization, ensuring customer insights influence product, operations and business decisions.

- Build a scalable, future-ready CX organization that upholds premium service standards.

- Oversee customer support operations across email, live chat and escalations, ensuring consistency, quality, and efficiency.

- Own and continuously improve CX metrics such as CSAT, NPS, resolution time, and customer retention.

- Lead the design and implementation of SOPs, knowledge bases, and best practices to standardize service delivery.

- Partner closely with Product, Operations, Quality, and Technology teams to identify root causes of customer issues and implement preventive, long-term solutions.

- Establish structured feedback loops to convert customer insights into actionable improvements.

- Drive workforce planning, performance management, and capability development for customer-facing teams.

- Monitor and analyze customer data and escalation trends to generate meaningful insights for senior management.

- Present regular CX performance updates, risks, and improvement opportunities to senior management.

- Take ownership of high-impact or critical escalations and drive swift, customer-first resolutions.

You Are The Right Fit, If You Have:

- 10-15 years of experience in Customer Support with leadership exposure.

- Proven experience building and scaling customer-centric teams in fast-paced or high-growth environments.

- Strong analytical and problem-solving skills with the ability to translate data into strategic actions.

- Exceptional communication, stakeholder management and people leadership skills.

- A deep passion for customer advocacy and continuous improvement.

- The ability to balance strategic thinking with hands-on execution.

Inclusion and Growth are at the heart of everything we do, fosteringa work culture that empowers and uplifts individuals at all levels of our organization.

Inclusion is not just a buzzword for us, it is a fundamental belief that by creating an inclusive environment, we foster a sense of belonging, where every team member feels valued, respected, and heard.