Senior Manager - CX Design

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About the Role

The Customer Experience Design & Strategy team at Flipkart is looking for a Senior Manager I to help champion customer experience improvement across the company. This is a high-impact and high-visibility role right at the core of improving customer experience at Flipkart.

About the team

Cx Design is responsible for partnering with Product / Business / Tech owners and defining a Strategy for Customer Experience at Flipkart

You are Responsible for:

You will be *the* voice of the customer for the design, strategy and execution of customer experience for partner teams across Flipkart.

• Help develop policies, processes, systems and partnerships across the company to enable partner teams to improve customer experience.
• Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
• Create BRDs, SOPs, etc. and interact with various teams to implement enhancements
• Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified.
• Drive experience and associated metrics improvements from the forefront and create a model of continuous improvement with an ability to bring in tactical fixes alongside driving strategic roadmaps

To succeed in this role – you should have the following

In addition to relevant experience, you should be passionate about delivering exceptional customer experiences. Being successful in this role will require expertise in business, technical, and operational aspects of e-commerce. You will also need a high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects simultaneously.