Leader of Customer Experience

**Job Description:** At Licious, you will play a crucial role in reimagining how India experiences meat and seafood by joining as the Leader of CX Design & Strategy. Your responsibilities will involve designing and delivering delightful experiences for customers across various touchpoints, ensuring both empathy and operational feasibility in a high-volume environment. **Key Responsibilities:** - Create and lead customer-first experiences in one of India's fastest-growing consumer brands. - Operate at the intersection of strategy, design, and execution, rather than just providing advisory services. - Collaborate with cross-functional teams to define and prioritize customer journeys and service interventions. - Develop and lead the CX strategy roadmap across different touchpoints such as voice, chat, app, social, and offline experience nodes. - Utilize design thinking to address customer pain points by structuring problem statements, prototyping solutions, and implementing pilots swiftly. - Identify root causes of negative CX trends using contact center and platform data, leading initiatives for zero defects and effort reduction. - Work with tech and product teams to design systemic solutions that minimize escalations and enhance first-touch resolution. - Ensure alignment of executive-level stakeholders on customer-centric initiatives by owning CX charters in quarterly business planning. - Translate strategic CX priorities into actionable processes, policies, and tech solutions throughout the organization. **Qualifications Required:** - Experience in B2C, e-commerce, logistics, or food tech environments. - Background in Ops Design, Service Design, or CX innovation roles. - 2-3 years of experience in a top consulting company is a big plus. - MBA from a Tier-1 institute (IIMs, ISB) is mandatory. - 5-6 years of experience in strategy, operations strategy/design, and CX design/strategy. - Experience in high-volume, distributed operations environments like e-commerce, quick commerce, food tech, or omni-channel D2C brands. - Strong design thinking orientation, capable of simplifying complex journeys into system-level flows. - Proven ability to influence cross-functional stakeholders and drive change through narrative and data. - Strong analytical mindset, comfortable working with operations data, root cause trees, and assessing business impact sizing.,