Customer Experience

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟴𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟭𝟱𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟴-𝟭𝟱 𝗟𝗣𝗔)

Experience: 5+ yrs

Location: Bengaluru, Karnataka, India

We are looking for a results-oriented Customer Experience (CX) & Analytics Leader to drive customer-centric initiatives through data-driven insights, advanced analytics, and continuous improvement. The ideal candidate will combine expertise in customer experience strategy, customer insights, business intelligence, and performance management to improve customer satisfaction, retention, operational efficiency, and business outcomes.

This role requires strong analytical capabilities, a customer-first mindset, and the ability to translate complex data into actionable recommendations. You will work across business functions to strengthen customer journeys, improve service delivery, and enable informed decision-making.

Key Responsibilities

• Develop and execute customer experience strategies aligned with business objectives and customer expectations.
• Map and optimise end-to-end customer journeys across digital platforms and service touchpoints.
• Lead customer and business analytics initiatives to generate actionable insights from customer, operational, and commercial data.
• Design and manage Voice of Customer (VoC) programmes using surveys, contact centre feedback, digital channels, and social platforms.
• Develop dashboards and executive reports using Power BI, Tableau, Looker, Qlik, or similar BI tools.
• Monitor key CX metrics, including NPS, CSAT, Customer Effort Score (CES), retention, churn, Customer Lifetime Value (CLV), and First Contact Resolution (FCR).
• Apply customer segmentation, predictive analytics, and forecasting to identify trends, risks, and growth opportunities.
• Translate customer insights into prioritised initiatives that improve satisfaction, loyalty, and operational efficiency.
• Collaborate with Data Engineering and IT teams to strengthen data quality, governance, and customer data integration.
• Explore AI/ML, automation, and self-service opportunities to improve customer engagement and service delivery.
• Lead cross-functional improvement initiatives and present business cases and recommendations to senior stakeholders.
• Establish governance for CX measurement, reporting, and continuous improvement.

What Makes You a Great Fit

• 5+ years of experience in customer experience, customer insights, business analytics, customer success, or a related field.
• Strong understanding of customer journey mapping, Voice of Customer programmes, and CX measurement frameworks.
• Hands-on experience with advanced analytics, SQL, data visualisation, and BI platforms.
• Familiarity with CRM platforms such as Salesforce, Microsoft Dynamics 365, or HubSpot.
• Knowledge of customer segmentation, predictive analytics, AI/ML concepts, and KPI management.
• Strong analytical and problem-solving skills, with the ability to convert data into actionable business recommendations.
• Excellent communication, stakeholder-management, and presentation skills.
• Experience driving cross-functional initiatives and process improvements using Lean, Six Sigma, or Design Thinking is an advantage.
• Ability to influence stakeholders, manage competing priorities, and promote a customer-first culture.
• A Bachelor's degree in Business, Analytics, Statistics, Engineering, Marketing, or a related discipline is preferred. Relevant certifications in CX, Power BI, Tableau, or Lean Six Sigma are advantageous.