Head - Customer Expereince - AGM

Role Purpose:

To architect and lead the customer experience strategy across Torrent Diagnostics, ensuring a unified, seamless, and emotionally resonant journey for every customer. This role is pivotal in driving brand loyalty, customer satisfaction, and long-term business growth through data-driven insights, digital transformation, and cross-functional collaboration.

Strategic Imperatives:

1.

2.

3.

4.

5.

6.

Key Responsibilities:

Leadership & Strategy

• Build and lead a high-performing CX team with domain expertise.
• Define and cascade company-wide CX goals aligned with business strategy.
• Serve as the voice of the customer in strategic forums and decision-making.

Customer Journey Management

• Map and optimize end-to-end customer journeys across all channels.
• Identify friction points and design interventions to improve experience.
• Ensure consistency and empathy in every customer interaction.

Cross-Functional Collaboration

• Partner with Branding, Sales, Customer Service, Digital, and Operations to deliver unified experiences.
• Influence product, service, and communication strategies through customer insights.

Analytics & Insights

• Develop and implement CX dashboards and KPIs.
• Monitor customer sentiment, churn, and satisfaction metrics.
• Translate insights into actionable strategies and ROI-driven initiatives.

Process Excellence

• Design and implement SOPs for customer-facing functions.
• Drive continuous improvement through Lean, Six Sigma, or similar methodologies.

Technology & Innovation

• Evaluate and deploy CX technologies to enhance service delivery.
• Stay abreast of global CX trends and innovations.

Culture & Capability Building

• Foster a customer-first mindset across the organization.
• Conduct training and workshops to build CX capabilities.

Preferred candidate profile

- Postgraduate with min 15 years of experience in the customer service domain.

- Good written and verbal communication skills

- Analytical bent of mind

- Customer centric

- Solution orientation

- Exposure to various digital platforms related to customer experience.

- Vendor management

- Ability to translate thoughts to actions.

- Stakeholder Management.

- Management Reporting.

Education & Experience

• Postgraduate (MBA or equivalent) with minimum 15 years of experience in customer service, experience design, or related domains.
• Proven track record of leading CX transformation in mid-to-large scale organizations.