Chief Experience Officer

The Chief Experience Officer (CXO) is responsible for crafting and leading a consistent, engaging, and brand-aligned experience across all customer touchpoints in the QSR business. This executive ensures every aspect of the customer journey — from dine-in to delivery — reflects the brand's promise and drives customer satisfaction, loyalty, and lifetime value.

Key Responsibilities:

1. Customer Experience Strategy

• Develop and implement a comprehensive customer experience strategy aligned with the brand's vision and values.
• Lead customer journey mapping across online and offline channels (e.g., outlet, app, delivery, call centre).
• Set and track key experience KPIs (NPS, CSAT, repeat rate, etc.).

2. Cross-functional Leadership

• Collaborate with marketing, operations, HR, IT, and franchise teams to ensure unified brand experience.
• Champion a customer-first culture across all departments and frontline staff.

3. Store and Service Innovation

• Lead initiatives to enhance outlet ambiance, staff behaviour, ordering convenience, and service delivery.
• Partner with product/culinary teams to align food presentation and packaging with customer expectations.

4. Digital Experience & Technology

• Oversee UX/UI strategy for app, website, kiosk, and third-party delivery platforms.
• Drive digital transformation projects that improve order accuracy, speed, personalization, and customer feedback loops.

5. Data & Insights

• Leverage analytics, customer feedback, mystery audits, and social listening to identify and fix friction points.
• Translate insights into actionable improvements and innovations.

6. Franchise & Outlet Experience Standards

• Design and implement customer experience SOPs for all company-owned and franchise outlets.
• Ensure brand compliance and experience consistency across geographies.

Job Type: Full-time

Pay: ₹21,357.00 - ₹40,000.00 per month

Benefits:

• Provident Fund

Application Deadline: 26/07/2025