Head Customer Experience

Role & responsibilities

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:

Customer-Centric Transformation:

Experience Innovation:

Data-Driven Decision Making:

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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.

Candidate Profile:

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.

Skills & Competencies

• Strategic thinking with strong execution capability.
• Excellent communication and stakeholder management.
• Analytical mindset with proficiency in CX metrics and tools.
• Exposure to digital platforms and customer engagement technologies.
• Vendor and partner management experience.
• High emotional intelligence and customer empathy.

Success Metrics:

• Improvement in NPS, CSAT, and CES scores.
• Reduction in customer complaints and churn.
• Increase in repeat business and customer lifetime value.
• ROI on CX initiatives and process improvements.
• Employee engagement in customer-centric behaviours.