Head - Customer Experience

Roles/Responsibilities :

- Responsible for developing a customer experience and engagement framework, enhancing the experience across online (80%) and offline (20%) by defining customer journey

- Drive efforts to dramatically understand the behavioral pattern of the users online and use their leadership and planning skills to improve our customers' experiences

- Work closely and act as a bridge between different departments in order to improvise the product experience basis the customer base analysis

- Benchmark effortless customer experience across different stages in the customer life cycle, identify areas of friction and opportunities for process improvements by collaborating with different stakeholders and capture real time feedback

- Design campaigns/initiatives to engage a prospective user, simplify the platform of the product design by making it user friendly.

- To oversee and identify a pipeline of work and eliminate cross channel pain points which can impact customer experience directly and indirectly

- Test new strategies for driving customer value

- Building a high impacting and performing team with high ownership within every function. Setup accurate processes for customer engagement leading to repeat customers

- Acting as a voice of customer (end-to-end)

Requirements :

- Web-development/Product development background would be preferred

- 12+ years of relevant experience in handling customers in different domains

- Strong communication and articulation skills to handle customer interactions more confidently and effectively

- Having a strategic outlook/ Worked previously on strategic outcomes

- Having qualitative and quantitative data-driven mindset

- Ability to build strong professional relationships

- Strong problem-solving skills and working with an approach of finding a solution