CX Improvement Program Lead

Role Overview :

We are looking for a passionate and process-driven CX Programme Manager who truly understands the depth and breadth of Customer Experience . The ideal candidate is expected to set up and optimize CX processes , identify improvement opportunities across all touchpoints, and work closely with stakeholders to build a customer-obsessed culture across the organization.

This is not a people management role but a high-ownership execution and insights-driven role focused on solving key CX challenges and creating tangible business impact.

Key Responsibilities :

• Design and implement robust CX processes that enhance customer satisfaction and improve key metrics like :
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• NPS / CSAT
• Self-serve adoption
• Own end-to-end journey analysis across touchpoints and recommend what can be done better to elevate customer experience.
• Develop Business Requirement Documents (BRDs) and case studies to propose enhancements to Product and Tech teams.
• Lead CX programs aimed at identifying gaps, reducing escalations, and improving turnaround time (TAT).
• Perform deep dives into operational processes related to Returns, Replacements, and Cancellations to identify leakage and control points.
• Act as the Voice of the Customer (VOC) and drive cross-functional improvements with Ops, Product, Tech, Logistics, and other key teams.
• Bring in the right tools and automation solutions to empower internal CX teams and improve frontline effectiveness.
• Generate insights, dashboards, and reports to help senior management take timely corrective actions.
• Track the impact of implemented initiatives and continuously iterate for excellence.

What We’re Looking For :