Manager - Customer Experience

Mandate 1 :

Employees will come to the office twice or thrice a week at their base location and work remotely for the remaining days.

About Swiggy

Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India.From starting out as a hyperlocal food delivery service in 2014, to becoming India’s leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

• Identify key customer pain points, pits and delighters to solve for through data analysis, customer research, first principles thinking and benchmarking
• Leading and managing Customer Delight Experiences (Peak moments) within a customer journey for all segments
• Come up with creative solutions to impact customer perception drivers
• Liaison with the various stakeholders across teams to ensure customer backward thinking is integrated within their solutions/projects
• Cull insights from CX analytics team and Customer insights team to identify stated and unstated needs of consumer
• Own and deliver workstreams end to end - from solutioning to stakeholder alignment and subsequent execution to ensure that goals are met
• Continuously evaluate and monitor Customer Journeys and seek new insights w.r.t to customer behavior
  

Desired Skills

• Postgraduate (MBA or PGDM) with 2-4 years of experience in consumer experience, consulting, strategy, or program management roles.
• Preferred work-experience: Startups, Consumer Tech firms, Consulting firms
• Strong Problem solving skills - analytical and creative problem solving.
• Good working knowledge of MS Excel / Google Sheets is a must
• Strong written and verbal communication
• Stakeholder Management - ability to influence teams and drive results in cross-functional projects
• Initiative – Demonstrates strong ownership to bring about change and help drive the business forward. Obsesses over customers.
  

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law"