Customer Experience

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Experience: 5+ yrs

Location: Bengaluru, Karnataka, India

We are looking for a strategic and data-driven Customer Experience (CX) & Analytics Leader to drive customer-centric transformation through customer insights, advanced analytics, and continuous improvement initiatives. This role combines customer experience strategy, business analytics, performance measurement, and cross-functional leadership to improve customer satisfaction, loyalty, retention, operational efficiency, and overall business performance.

The ideal candidate will be skilled at translating complex customer and business data into actionable insights that enable better decisions and measurable improvements across the customer journey.

Key Responsibilities

• Develop and execute customer experience strategies aligned with business objectives.
• Map and optimise end-to-end customer journeys across digital and physical touchpoints.
• Lead customer and business analytics initiatives to generate actionable insights.
• Design and manage Voice of Customer programmes using surveys, contact centres, digital channels, and customer feedback.
• Develop dashboards, reports, and executive presentations using Power BI, Tableau, Looker, Qlik, or similar tools.
• Monitor and improve key metrics, including NPS, CSAT, CES, customer retention, churn, Customer Lifetime Value (CLV), and First Contact Resolution (FCR).
• Analyse customer segments, behaviour, preferences, and engagement patterns to enable personalised experiences.
• Apply predictive and prescriptive analytics to identify customer risks, business opportunities, and emerging trends.
• Collaborate with IT and Data Engineering teams to strengthen data quality, governance, and reporting accuracy.
• Leverage CRM platforms and customer data systems to establish a unified customer view.
• Explore AI, machine learning, and automation opportunities to improve customer insights and operational efficiency.
• Lead cross-functional improvement projects based on customer feedback and performance data.
• Present recommendations, business cases, and performance insights to senior stakeholders.
• Drive continuous improvement using Lean, Six Sigma, Design Thinking, and process optimisation methodologies.
• Establish governance for CX measurement, reporting, and improvement initiatives.

What Makes You a Great Fit

• 5+ years of experience in Customer Experience, Business Analytics, Customer Insights, Customer Success, or a related field.
• Proven ability to develop customer experience strategies and drive measurable business improvements.
• Strong understanding of customer journey mapping, Voice of Customer programmes, and customer segmentation.
• Hands-on experience with Power BI, Tableau, Looker, Qlik, or comparable business intelligence platforms.
• Proficiency in SQL, data analysis, dashboard development, and performance reporting.
• Understanding of CRM platforms such as Salesforce, Microsoft Dynamics 365, or HubSpot.
• Knowledge of predictive analytics, AI/ML concepts, and data-driven decision-making.
• Experience tracking CX metrics and translating findings into actionable improvement plans.
• Strong analytical, problem-solving, communication, and executive presentation skills.
• Excellent stakeholder management, influencing, and cross-functional collaboration abilities.
• A customer-centric mindset with strong business acumen and a focus on continuous improvement.
• A bachelor's degree in Business, Analytics, Statistics, Engineering, Marketing, or a related discipline is preferred. An MBA or relevant professional certifications in CX, analytics, or process improvement would be an advantage.