Customer Experience Head

This role is for one of the Weekday's clients

Salary range : Rs 3000000 - Rs 7000000 (ie INR 30-70 LPA)

Min Experience : 5 years

Location : Gurugram, NCR

JobType : full-time

We are seeking a highly motivated and customer-centric professional to join our leadership team as Customer Experience Head . This role is pivotal in shaping, managing, and elevating the customer experience journey across all touchpoints, ensuring exceptional support and service delivery. The ideal candidate will bring strong expertise in technical support, application support, SaaS platforms, and customer service management , combined with a proven track record of leading customer-facing teams in fast-paced environments.

Requirements

Key Responsibilities

• Customer Experience Strategy :

Develop and execute a comprehensive customer experience strategy that aligns with business goals. Continuously monitor customer satisfaction, analyze feedback, and implement initiatives to enhance user experience.

Oversee end-to-end technical and application support functions, ensuring customers receive timely, accurate, and effective resolutions. Provide guidance for escalated issues, ensuring root cause analysis and permanent fixes.

Drive customer engagement, adoption, and retention strategies tailored to SaaS products. Establish processes that support onboarding, training, product utilization, and ongoing success of SaaS customers.

Lead the design and implementation of customer service policies, standards, and best practices. Foster a customer-first culture that prioritizes responsiveness, empathy, and problem-solving.

Build, mentor, and manage high-performing teams across technical support, application support, and customer service. Empower teams with tools, knowledge, and training to deliver exceptional service experiences.

Identify opportunities to streamline customer support operations through automation, AI-driven support tools, knowledge bases, and ticketing systems. Continuously improve efficiency while maintaining a high level of customer satisfaction.

Leverage analytics and KPIs to measure customer experience performance, identify trends, and drive data-informed decisions. Regularly report insights to leadership with actionable recommendations.

Partner with product, engineering, and sales teams to ensure customer feedback is incorporated into product development and service improvements. Act as the voice of the customer within the organization.

Skills & Qualifications