Customer Experience (CX) Program Specialist

As a Customer Experience (CX) Program Specialist, your role will involve leading the design, execution, and optimization of customer experience initiatives across the organization. You will be instrumental in enhancing dealership-level CX practices, managing nationwide Mystery Shopping programs, and fostering cross-functional collaboration to boost overall customer satisfaction. Key Responsibilities: - Design, implement, and scale customer experience programs in alignment with business objectives. - Drive continuous improvement in CX initiatives by leveraging data-driven insights and customer feedback. - Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to integrate CX improvements effectively. - Lead the development and enhancement of the Dealer CX Structure throughout the network. - Manage and oversee the Pan India Mystery Shopping Program to assess sales interaction quality and compliance with brand standards. - Conduct CATI Mystery Shopping for newly onboarded dealers to evaluate adherence to sales enquiry processes. - Analyze findings and produce detailed management reports to pinpoint areas for improvement. - Work closely with stakeholders to implement corrective actions and monitor progress effectively. - Establish and optimize a comprehensive CX framework across dealership operations. - Design tools like 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. - Identify and collaborate with third-party vendors/agencies for CX-related initiatives. - Define the scope of work for vendors regarding manuals, training content, and tools. - Ensure timely delivery and quality of vendor outputs in alignment with organizational goals. 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 advantageous. 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. - Proficiency in MS Office tools; knowledge of CRM systems and survey platforms is a plus.,