Senior Role - Customer Experience & Success - Startup

- Define and execute highly efficient user experience ecosystem engaging all touch points at X to achieve long-term success for X Community

- Possess the ability to synthesize feedback from multiple areas (usability testing, customer feedback, run time usage metrics, etc.) to discover customer insights and optimize current and new experiences

- Build and execute a user- driven culture.

- Drive and lead a team to standardize and build efficient design process for Marketing communication, sales (Online and offline channel), 1 customer service, value-added service etc to ensure premium user service

- Deliver a world-class customer experience through a variety of channels including call centers, e-commerce/web, self-service, training, and other mechanisms

- Define and build your own scorecard to continuously monitor, analyze, and improve work flowing through your organization, effectively communicating business outcomes that enable business growth aspirations through driving organizational capability and flexibility to meet future business and customer requirements

Requirements:

- Customer focus and driven combined with sound business and financial acumen

- Ability to develop functional strategy and translate into actionable plans & drive change

- Proven track record of delivering strong results in a matrixed environment

- Change agent, challenging conventional thinking, approach and methodology

- Possess sharp insights into HNI user needs in India Region

- Experience leading a large global team and driving high performance

- Experience leading a large-scale customer focused organization

- Global experience and start-up experience candidates will be preferred