Deputy General Manager-Customer Experience (CX)

The role involves establishing and driving a sustainable, agile, and global technology customer experience framework to continuously introduce new customer experiences aligned with competition, market, and customer evolution. As the owner of the CX Framework at Tata Motors, you will advocate for and support its adoption, keeping it updated based on feedback. Your responsibilities will include mentoring team members in executing Design Sprints using Design Thinking practices outlined in the CX Framework. You will be responsible for gathering and analyzing customer feedback and data to identify trends, pain points, and improvement opportunities. This will involve conducting surveys, interviews, and focus groups, as well as user research to understand customer needs and behaviors. Developing and maintaining customer journey maps, personas, and other CX documentation will also be a key aspect of your role. Staying current with industry trends and best practices in customer experience and data analysis is essential. Collaborating with cross-functional teams, you will implement customer-centric strategies and solutions, design and optimize customer journeys across all touchpoints, and create reports and presentations to communicate findings and recommendations to stakeholders. Monitoring and evaluating the effectiveness of CX initiatives and making data-driven adjustments as needed will be part of your responsibilities. You will also be involved in developing wireframes, phygital prototypes, and user flows to effectively communicate design ideas. Collaboration with product managers, developers, and marketers to ensure a seamless customer experience, as well as managing and maintaining design documentation, analyzing customer feedback and data for continuous improvement are key components of the role. In addition, you will be responsible for technology start center budget management, including portfolio projections and adhering to approved budgetary provisions for technology start center infrastructural needs both locally and globally. The ideal candidate will have a BE or ME degree with 12 to 15 years of prior experience as a CX Designer, UX Designer, or similar role. Demonstrated experience in user research, experience lifecycle management, ICE and/or EV product development, and functional deliveries is required. Experience or exposure to AI, GenAI, usability testing, customer feedback platforms, and CRM systems is a plus. Knowledge of statistical analysis, research methodologies, and certification in CX or related fields is desirable. Skills in industrial design, design thinking practices, customer and trends research, creativity, user experience development, user interfaces, interaction design using tools such as Adobe Creative Suite, project and delivery management, communication, influencing without authority, collaboration, team management, and facilitating hiring and selection of candidates will be beneficial for success in this role.,