Stanza Living - Lead - CX Design & Strategy - IIM/ISB/FMS/MDI

Lead the Customer Experience (CX) Design team at Stanza Living, and be accountable for defining and implementing CX strategy across the organization.

Key Responsibilities :

- Work closely with leadership and function heads on CX initiatives and strategy

- Design the complaint management (ticketing) process, including product requirements, workflows, SLAs, escalation handling, etc.

- Define key CX metrics, covering both inputs and outcomes, and co-own metric targets

- Solve for customer pain points / experience enhancements through cross-team collaboration

- Represent customer's voice in internal forums and lobby hard to safeguard customer interest, while keeping business sustainability in mind

- Develop policies, both internal and customer-facing, that shall govern CX delivery

- Build dashboards and scorecards that objectively depict CX performance, and bring out actionable insights for partner teams to improve their game

- Decode customer happiness and its drivers, i.e., how happy any customer is with his / her stay at Stanza Living, and how can we make him / her happier

- Share best practices among markets and from outside to constantly improve customer experience

- Partner with Product to implement tech-enabled solutions that are effective and scalable

- Leverage communication in a big way to influence customer experience, bridging any expectation gaps and promoting CX initiatives

- Guard CX throughout the customer journey, right from onboarding to tenure completion, and affect timely interventions in order to minimize churn and maximize retention

Ideal Candidate :

- 5-10 years of experience in management consulting or fast-paced startups

- MBA / PGDM from tier 1 institution

- Exhibit high degree of ownership, willingness to get hands dirty and work in a constantly-changing and fast-paced environment

- Demonstrate first principles thinking and strong problem solving skills

- Adept at influencing stakeholders right till CXO level, and securing their alignment / sponsorship

- Analytical and data-driven to the core

- Believer in the power of great customer experience for achieving sustainable growth