Customer Experience Lead

Job Description

As a Customer Experience Lead , you will be responsible for ensuring seamless interactions between our platform and users by improving processes, resolving escalations, and driving an exceptional customer experience. You will work closely with internal teams to design and implement best-in-class customer service strategies, analyze user feedback, and implement data-driven improvements. If you re passionate about delivering high-quality customer experiences and thrive in fast-paced environments, this role is for you. What you ll be doing: Act as the owner of customers journeys: Create, monitor and optimise the journey for each customer segment with Vahan Act as the voice of the customer: Understand the requirements of each customer segment in depth and work with internal teams to enhance experience Run support for Vahan: Develop scalable practices, lead a high performance team and deliver quality experience at scale Automation Self-Service Enablement: Implement AI-driven solutions and self-service options that empower customers while improving efficiency Collaboration with Internal Teams: Work closely with product, operations, and tech teams to improve customer journeys and address pain points effectively Data-Driven CX Improvements: Leverage customer insights, behavior patterns, and feedback to refine journeys, boost engagement, and improve key CX metrics Performance Monitoring Continuous Improvement: Track key CX metrics such as NPS, CSAT, retention and drive initiatives for long-term success You ll Thrive in This Role If You: Have 5-8 years of experience in customer experience, operations, or service design roles. Possess strong problem-solving skills and a data-driven approach to decision-making. Have excellent communication and stakeholder management skills, with the ability to collaborate across teams. Are detail-oriented, ensuring that no customer issue is overlooked. Thrive in fast-paced, high-growth environments and take ownership of customer-centric projects. At Vahan, you ll have the opportunity to make a real impact in a sector that touches millions of lives. We re committed to not only advancing the livelihoods of our workforce but also taking care of the people who make this mission possible. Here s what we offer: Unlimited PTO: Trust and flexibility to manage your time in the way that works best for you. Comprehensive Medical Insurance: We ve got you covered with plans designed to support you and your loved ones. Monthly Wellness Leaves: Regular time off to recharge and focus on what matters most. Competitive Pay: Your contributions are recognized and rewarded with a compensation package that reflects your impact