Manager-Customer Experience (CX) Design

Job Title:

Location:

Skills:

Manager Customer Experience (CX) Design

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