Leader of Customer Experience

At Licious, we are reimagining how India experiences meat and seafood. We’re building a category-defining D2C brand that thrives on consumer obsession, operational excellence, and high-velocity decision-making. As we scale, we’re looking for a Leader of CX Design & Strategy to design and deliver delightful experiences across all customer touch points - in app, at delivery, at our physical stores - ones that are not only empathetic but operationally executable in a complex, high-volume environment. Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…

Role Overview

As the Leader of CX Design & Strategy, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each team. You will partner with these teams to structurally solve through deep design. You will hold the org accountable on actual CX delivery, through driving rigour on customer-facing operating metrics. It’s a strategy and design leadership role with deep operational exposure.

What makes the role meaty?

• Create and lead customer-first experiences in one of India’s fastest-growing consumer

brands.

Category) to define and prioritize customer journeys and service interventions.

and offline experience nodes.

statements, prototype solutions, and pilot quickly.

zero-defect and effort-reduction initiatives.

increase first-touch resolution.

charters in quarterly business planning.

across the organization.

We hope that you..

(e.g., ecomm, quick comm, food tech, omni-channel D2C brands).

system-level flows.

narrative and data.

business impact sizing.