Customer Experience Manager

Job Description

Job Title: Manager Customer Experience (CX) Design Location: Bangalore Department: Customer Success, Service & Operation Job Description: We are looking for a dynamic Manager – Customer Experience Design to lead and drive customer-centric transformation across digital and operational journeys. The ideal candidate will be passionate about solving customer pain points, building scalable processes, and championing a voice-of-customer culture across the organization. Key Responsibilities: Act as the Voice of Customer (VoC) across all business functions and customer journeys Drive CX metrics improvement (NPS, CSAT, Resolution, CTU) by identifying pain points and improving processes Lead design thinking initiatives to craft seamless and intuitive customer journeys Collaborate with cross-functional teams to align on customer-centric strategies and ensure smooth execution Benchmark industry best practices and drive CX innovation Translate strategic goals into actionable CX initiatives and own delivery against key OKRs Key Skills: Customer Experience Design Design Thinking NPS / CSAT Ownership Process Improvement & Execution Excellence Strong analytical and problem-solving abilities Ability to influence stakeholders across functions Education: Bachelor’s degree (MBA preferred) Preferred Industry: E-commerce, Internet, Retail, Consumer Tech, BFSI, or any customer-facing B2C segment Let me know if you'd like a shorter version for job boards or a version tailored to senior vs. mid-level candidates.