Customer Experience Manager

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About Us

Role Summary

Key Responsibilities

Customer Journey & Experience Management

• Map and monitor the end-to-end customer journey across digital, physical, and service channels.
• Ensure all customer interactions meet defined quality, accuracy, and service standards.
• Identify experience gaps at touchpoints such as online booking, call center, home collection, lab visits, and report delivery.
  

CX Insights, Feedback & Analytics

• Design and manage customer feedback mechanisms (NPS, CSAT, CES, surveys, digital listening tools, etc.).
• Analyze customer behavior, feedback, and trends to draw actionable insights.
• Track and report key CX KPIs including NPS, CSAT, CES, repeat usage, and complaint resolution time.
  

Service Improvement Initiatives

• Launch and lead initiatives aimed at reducing pain points and improving satisfaction.
• Collaborate with operations, tech, product, and marketing teams to drive experience enhancements.
• Build frameworks to ensure consistent service delivery across all channels.
  

Voice of Customer (VoC) Leadership

• Act as the internal advocate for the customer.
• Drive organizational awareness of customer issues, expectations, and improvement opportunities.
• Create customer-centric policies, guidelines, and communication frameworks.
  

Cross-functional Collaboration

• Work with operations teams to improve service delivery, TAT, and on-ground experience.
• Partner with technology teams to refine app/website UX and service flows.
• Support marketing in designing communication strategies aligned with customer expectations.
  

Skills & Competencies

• Strong analytical and insights-driven mindset
• Proven experience in customer experience, service excellence, or customer success
• Excellent communication and stakeholder management skills
• Exposure to both on-ground and digital customer interaction models
• Empathy-driven approach to understanding customer needs
• Ability to work in a fast-paced, evolving environment
• Collaborative and cross-functional execution capabilities
• Problem-solving and decision-making skills
  

Key Deliverables

• Improved NPS, CSAT, and CES scores
• Reduced customer complaints and service gaps
• Enhanced customer journey consistency across all channels
• Faster TAT for complaint resolution
• Increased repeat usage and loyalty
• Strong organizational alignment to customer-first culture
  

Preferred Profile

• 5–8 years in CX/Service Excellence roles within healthcare, diagnostics, or service-driven sectors
• Hands-on experience in managing customer feedback platforms
• Proven record of executing customer improvement initiatives
• Strong stakeholder management across operations, tech, and marketing
• Experience supporting digital and offline customer journeys