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 strategic and data-driven
• Customer Experience (CX) & Analytics Leader to drive customer-centric transformation through customer insights, advanced analytics, and continuous improvement initiatives. This role combines customer experience strategy, business analytics, performance measurement, and cross-functional leadership to improve customer satisfaction, loyalty, retention, operational efficiency, and overall business performance.
• The ideal candidate will be skilled at translating complex customer and business data into actionable insights that enable better decisions and measurable improvements across the customer journey.

Requirements

• Key Responsibilities
• Develop and execute customer experience strategies aligned with business objectives.
• Map and optimise end-to-end customer journeys across digital and physical touchpoints.
• Lead customer and business analytics initiatives to generate actionable insights.
• Design and manage Voice of Customer programmes using surveys, contact centres, digital channels, and customer feedback.

Develop dashboards, reports, and executive presentations using

• Power BI, Tableau, Looker, Qlik, or similar tools
• Monitor and improve key metrics, including NPS, CSAT, CES, customer retention, churn, Customer Lifetime Value (CLV), and First Contact Resolution (FCR).
• Analyse customer segments, behaviour, preferences, and engagement patterns to enable personalised experiences.
• Apply predictive and prescriptive analytics to identify customer risks, business opportunities, and emerging trends.
• Collaborate with IT and Data Engineering teams to strengthen data quality, governance, and reporting accuracy.
• Leverage CRM platforms and customer data systems to establish a unified customer view.
• Explore AI, machine learning, and automation opportunities to improve customer insights and operational efficiency.
• Lead cross-functional improvement projects based on customer feedback and performance data.
• Present recommendations, business cases, and performance insights to senior stakeholders.
• Drive continuous improvement using Lean, Six Sigma, Design Thinking, and process optimisation methodologies.
• Establish governance for CX measurement, reporting, and improvement initiatives.

What Makes You a Great Fit

• 5+ years of experience in Customer Experience, Business Analytics, Customer Insights, Customer Success, or a related field.
• Proven ability to develop customer experience strategies and drive measurable business improvements.
• Strong understanding of customer journey mapping, Voice of Customer programmes, and customer segmentation.
• Hands-on experience with Power BI, Tableau, Looker, Qlik, or comparable business intelligence platforms
• Proficiency in SQL, data analysis, dashboard development, and performance reporting.
• Understanding of CRM platforms such as Salesforce, Microsoft Dynamics 365, or HubSpot.
• Knowledge of predictive analytics, AI/ML concepts, and data-driven decision-making.
• Experience tracking CX metrics and translating findings into actionable improvement plans.
• Strong analytical, problem-solving, communication, and executive presentation skills.
• Excellent stakeholder management, influencing, and cross-functional collaboration abilities.
• A customer-centric mindset with strong business acumen and a focus on continuous improvement.
• A bachelor's degree in Business, Analytics, Statistics, Engineering, Marketing, or a related discipline is preferred. An MBA or relevant professional certifications in CX, analytics, or process improvement would be an advantage.