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Job Title: Manager Customer Experience (CX) Design Location: Bangalore, Karnataka Industry: E-commerce / Retail / Internet Function: Customer Experience / Customer Success / Service Design Employment Type: Full-Time Skills: SOP design, efficiency and excellence, NPs and Csat, Analytics, stakeholder management. Ecommerce Job Description: We are looking for a Manager Customer Experience (CX) Design to lead end-to-end customer experience strategies across digital and physical touchpoints. The ideal candidate will be a strong advocate for customers, driving improvements across products, processes, and policies that impact millions of users. This is a high-impact, cross-functional role suited for someone who combines design thinking, business acumen, and strong execution skills . Key Responsibilities: Act as the Voice of the Customer across journeys and business verticals Define and own key CX metrics like NPS, CTU, IPU, Resolution Time, and Satisfaction Scores Benchmark customer experience strategies with leading global and Indian brands Lead customer-centric design of policies, processes, and service journeys Drive cross-functional collaboration with teams across product, operations, technology, and business Use data-driven insights to assess current experiences and recommend improvements Run pilots and A/B tests to evaluate new models and optimize outcomes Strike a balance between cost-efficiency and superior experience design Execute org-wide CX initiatives and OKRs with measurable business impact Develop and present business cases to leadership to gain buy-in for customer-centric innovations Key Skills & Competencies: Strong grasp of CX Metrics & Service Design principles Deep analytical and problem-solving skills Proficiency in design thinking and customer journey mapping Data literacy : Ability to analyze CX data and infer actionable insights Proven track record in driving cross-functional projects Strong stakeholder management and influencing skills Excellent written and verbal communication What Were Looking For: 610 years of experience in Customer Experience, Service Design, Product, or Strategy roles Background in consumer tech, e-commerce, retail, or service-oriented industries preferred Prior ownership of customer journey strategy and CX metrics is highly desirable Passionate about improving customer outcomes and building scalable experience solutions Why Join Us? Work on large-scale, customer-first initiatives impacting millions Collaborate with some of the best minds in product, tech, and strategy Drive transformational CX projects in a fast-paced, high-growth environment Culture of ownership, experimentation, and continuous improvement
