- We are looking for a passionate Head, Customer Experience to play a key role in leading our customer service organization. A large factor in driving ixigo's meteoric growth over the years has been the management team's commitment towards delivering exceptional customer experience. - You will drive the strategy and execution for running ixigo's day-to-day support operations, improve operational efficiency, and provide customer insights to product, engineering and marketing teams to enable continuous customer experience enhancements. The leader will be a devoted advocate of the customer experience internally and externally and will serve as a compassionate and empathetic role model for ixigo's vision to become the leading travel brand when it comes to customer experience. What you'll do : - Own the experience delivered across all B2C customer touchpoints - voice, chat, and email customer service 24x7x365. Lead the elimination of pain points/friction for optimizing our customer experiences. - P&amp;L ownership of the CX organization, including budget planning, monthly forecasting, and weekly scheduling, QA, and performance management with in-house resources as well as BPO partners. - Help define the vision and cadence for CX Operations across L1-L2-L3 support, including setting and communicating team goals, strategy, tactics, platforms, and process required to achieve those goals - Own and improve TAT / NPS metrics that show great levels of customer satisfaction and engagement along with faster resolution, ownership, and quality/customer satisfaction scores - Lead the Voice of Customer (VOC) feedback loop. This includes aggregating quantitative and qualitative insights and collaborating with marketing, product development, and product management to build, fix, and enhance our products, policies, and communication. - Develop systems, processes, and reports to provide a feedback loop that makes actionable customer intelligence accessible and actionable to all functions at ixigo - Partner with our product and engineering teams on the exploration and execution of product developments to improve customer experience and team efficiencies - Attract and recruit new team members, motivate, and coach the team on an ongoing basis, and measure/manage the performance of the CX team. What you have : - Empathy, Compassion &amp; Bias for Action as core personality traits - 10+ years experience leading a CX function or operations function with scale preferably in a fast-paced B2C internet or e-commerce organization - A robust customer-centric mindset and approach leadership qualities along with team building, and cross-functional collaboration experience in complex, ever-changing environments - Graduate/Post-graduate from a premiere college preferred - Great communication skills and the ability to inspire and motivate the team as well as to interact personally with customers from time to time. - Solid data analytics skills, including basic SQL and excel modeling skills - Good understanding of automation and cloud telephony tools, CRM systems and personalization in a customer experience context - Knowledge of customer support information systems and tools along with what is required for operations to scale, generate and report actionable data, improve reliability and ultimately reduce costs - Track record of building and growing teams in both internal and vendor environments - Exposure to AI-based automation for email, chat, voice a big plus Good understanding of : - Experience in navigating ambiguity and change with an entrepreneurial mindset

Gurgaon/Gurugram

ixigo - Head - Customer Experience 

ixigo - Head - Customer Experience  ,Job Description for ixigo - Head - Customer Experience  in ixigo in  Gurgaon/Gurugram for (12-14) years of experience. Apply Now!

Job Description for ixigo - Head - Customer Experience  in ixigo in  Gurgaon/Gurugram for (12-14) years of experience. Apply Now!