Leader of Customer Experience

Leader of CX Design & Strategy

Role Overview

Leader of CX Design & Strategy

What makes the role meaty?

● Create and lead customer-first experiences in one of India’s fastest-growing consumer

brands.

● Operate at the intersection of strategy, design, and execution—not just advisory.

● Partner with cross-functional teams (Product, Tech, Operations, Supply Chain, and

Category) to define and prioritize customer journeys and service interventions.

● Build and lead the CX strategy roadmap across contact points—voice, chat, app, social,

and offline experience nodes.

● Drive ops-heavy design thinking: Convert customer pain points into structured problem

statements, prototype solutions, and pilot quickly.

● Identify root causes of negative CX trends using contact center and platform data; lead

zero-defect and effort-reduction initiatives.

● Partner with tech/product to design systemic solutions that reduce escalations and

increase first-touch resolution.

● Manage executive-level stakeholder alignment on customer-centric initiatives—owning CX

charters in quarterly business planning.

● Translate strategic CX priorities into actionable process, policy, and tech solutions

across the organization.

We hope that you..

● Experience in B2C, e-commerce, logistics, or food tech environments.

● Background in Ops Design, Service Design, or CX innovation roles.

● 2-3 experience in a top consulting company is big plus

● MBA from a Tier-1 institute (IIMs, ISB.) – mandatory

● 5–6 years of experience in strategy, operations strategy / design, CX design / strategy

● Experience working in or with high-volume, distributed operations environments

(e.g., ecomm, quick comm, food tech, omni-channel D2C brands).

● Strong design thinking orientation—comfortable breaking 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

business impact sizing.