AVP Customer Experience

You will be responsible for leading the customer experience transformation at WonDRx, a company redefining the future of digital healthcare in India. Your role as AVP - Customer Experience will involve owning and driving the CX strategy, voice-of-customer frameworks, community building, and data-led experience transformation across geographies and business verticals. Your vision, execution skills, and empathy will play a crucial role in achieving scale, retention, and patient satisfaction. Key Responsibilities: - Define and implement CX frameworks aligning with business goals across product, operations, and sales - Build mechanisms to gather patient insights, enhance their experience, and drive satisfaction - Oversee touchpoints across various channels with a consistent voice and empathy - Create engagement programs for doctors, pharmacists, patients, and internal support champions - Identify gaps, lead CX audits, and implement improvements to enhance TAT, FCR, and CSAT - Establish closed-loop systems from NPS, CSAT, and complaint data to drive CX innovation - Collaborate with cross-functional teams for cohesive CX delivery - Lead and mentor a growing CX team to foster a customer-first culture - Manage public sentiment, platform reviews, and design recovery plans for escalations Qualifications Required: - 10+ years of experience in Customer Experience leadership, preferably in Health-tech, Pharma, or Consumer Technology - Track record of scaling CX teams, designing customer journeys, and improving retention metrics - Strong stakeholder management skills and the ability to work with internal and external teams effectively - Data-driven mindset to translate insights into actionable strategies - Deep empathy for end-users and a passion for systems thinking - Familiarity with modern CX platforms and tech stacks - Strategic thinking combined with an execution-oriented approach Additional Company Details: WonDRx is a health-tech company focused on digital healthcare in India. Their platform aims to provide seamless experiences for doctors, patients, pharmacies, and diagnostic labs as they expand across multiple cities. Customer experience is a key focus area for the company as they strive to differentiate themselves strategically.,