Head of Customer Experience

Head of Customer Experience

About us :

It's an amazing time to join Pocket FM as we continue shaping the future of audio entertainment both in India and beyond. We are front-ending the category creation for the audio OTT landscape and building the largest repository of audio streaming content across formats like audio series, audiobooks and podcasts, through our unique storytelling approach. We are reimagining the traditional audio pattern to build an internet-scale platform and bring together communities to share stories and spread knowledge.

Our mission is to give voice to stories and wisdom. Pocket FM has grown to 15 million MAL (monthly active listeners), spending an average of over 100 minutes every day, while the total monthly audio streaming on the app counts to over 3 billion minutes. We are a Series C funded start-up backed by some of the marquee investors like Naver, Goodwater Capital, Lightspeed, Tanglin Venture Partners and others.

About the Role :

As Pocket FM continues to redefine audio entertainment globally, we're looking for a CX leader who can craft and scale an experience that matches our storytelling magic engaging millions of listeners every day across India, the US, Europe, and LATAM.

You'll own the end-to-end customer experience strategy, ensuring every interaction from the first story played to long-term loyalty feels seamless, human, and emotionally resonant.

Core Responsibilities :

1. Define and lead the global CX strategy

Build a customer experience vision aligned with Pocket FM's business goals user growth, listening time, retention, premium conversions (coins, subscriptions), and brand love.

2. Map and continuously optimise the listener journey

Design and refine every touchpoint across the user lifecycle from app discovery, onboarding and first listen, to premium conversion, support interactions, and long-term engagement.

3. Build scalable, localised CX operations

Operationalize a global CX framework spanning India, the US, Europe, and LATAM ensuring cultural relevance, language localisation, and region-specific support strategies.

4. Leverage automation and AI to enhance experience

Champion AI, automation, and self-service tools to reduce friction, improve responsiveness, and make support effortless in line with Pocket FM's AI-led content and platform scaling.

5. Own CX metrics and insights

Define, track, and improve key experience KPIs NPS, CSAT, CES, churn, retention, average listening time, conversion rate, and resolution times. Translate insights into concrete product and process improvements.

6. Collaborate cross-functionally

Work closely with Product to build experience-led features, with Content & Creator teams to represent listener needs, with Growth & Marketing to link CX with activation and advocacy, and with Analytics & Ops to keep the function efficient and data-driven.

7. Manage high-impact situations

Oversee major user escalations and service incidents; establish frameworks to prevent recurrence and safeguard listener trust.

What Makes You a Great Fit:

• 10+ years of experience shaping and executing customer experience strategies that drive measurable impact growth, retention, and monetization across consumer-tech or digital entertainment platforms.
• Deep understanding of digital user behavior and emotional engagement ideally within media, streaming, or subscription-based ecosystems.
• Analytical and data-driven mindset; fluent in CX metrics, funnel analysis, segmentation, and translating insights into action.
• Strong cross-functional leadership able to collaborate with Product, Growth, Content, Marketing, and Analytics teams.
• Experience leading global teams in high-growth, fast-moving environments.
• Deep user empathy and cultural sensitivity; ability to adapt experience frameworks for diverse audiences.
• Familiarity with automation, AI/ML-based CX platforms, and self-service models is a strong plus.

Education: