Customer Experience (CX) Program Specialist

Job Summary

We are seeking a results-driven Customer Experience (CX) Program Specialist to lead the design, execution, and optimization of customer experience initiatives across the organization. This role will play a pivotal part in enhancing dealership-level CX practices, managing nationwide Mystery Shopping programs, and driving cross-functional collaboration to elevate overall customer satisfaction.

Key Responsibilities

1. Customer Experience Strategy & Program Execution

• Design, implement, and scale customer experience programs aligned with business objectives.
• Drive continuous improvement in CX initiatives through data-driven insights and customer feedback.
• Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to integrate CX improvements.
• Lead the development and advancement of the Dealer CX Structure across the network.

2. Mystery Shopping Program Management (Sales)

• Manage and oversee the Pan India Mystery Shopping Program to evaluate sales interaction quality and compliance with brand standards.
• Conduct CATI (Computer-Assisted Telephonic Interviewing) Mystery Shopping for newly onboarded dealers to assess adherence to sales enquiry processes.
• Analyze findings and generate detailed management reports to identify improvement areas.
• Work closely with stakeholders to implement corrective actions and track progress.

3. Dealer CX Organization Development

• Establish and optimize a comprehensive CX framework across dealership operations.
• Design and implement tools such as the CX Manager Assessment Program and CX Induction Program for onboarding new dealership staff.
• Develop and maintain a Dealer CX Implementation Guidebook to ensure standardized CX practices.

4. Vendor Management

• Identify and coordinate with third-party vendors/agencies for CX-related initiatives.
• Define scope of work for vendors in developing manuals, training content, and tools.
• Manage budgets, contracts, and payments for vendor-related activities (e.g., Mystery Shopping, Dealer Onboarding programs).
• Ensure timely delivery and quality of vendor outputs aligned with organizational goals.

Key Skills & Competencies

• Strong understanding of Customer Experience frameworks and program design.
• Project management and stakeholder engagement capabilities.
• Excellent analytical skills with the ability to interpret data and derive actionable insights.
• Strong verbal and written communication skills.
• Experience in working with third-party vendors and managing external agencies.
• Proficient in MS Office tools; knowledge of CRM systems and survey platforms is a plus.

Qualifications

• Master's degree in Business Administration/ Bachelor of Technology
• 4–8 years of relevant experience in CX, Program Management, or Dealership Operations.
• Experience in automotive, retail, or similar industries is an advantage.