Customer Experience (CX) Program Specialist

As a Customer Experience (CX) Program Specialist at our organization, you will be responsible for leading the design, execution, and optimization of customer experience initiatives. Your role will involve enhancing dealership-level CX practices, managing nationwide Mystery Shopping programs, and driving cross-functional collaboration to elevate overall customer satisfaction. Key Responsibilities: - 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 to integrate CX improvements. - Lead the development of the Dealer CX Structure across the network. - Manage and oversee the Pan India Mystery Shopping Program to evaluate sales interaction quality and compliance with brand standards. - Conduct CATI Mystery Shopping for newly onboarded dealers and analyze findings to identify improvement areas. - Establish and optimize a comprehensive CX framework across dealership operations. - Design tools such as the CX Manager Assessment Program and CX Induction Program for new dealership staff. - Identify and coordinate with third-party vendors/agencies for CX-related initiatives. 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.,