Head - Customer Experience

Position : Head Customer Experience

Location : Coimbatore

Experience : 7–12 years

Joining Timeline : Immediate - 45 days

About the Role

We are looking for a dynamic Customer Experience Head to drive excellence across customer service channels, spanning retail, service, B2B, and education segments. This is a strategic and operational leadership role, responsible for shaping and implementing customer experience initiatives that enhance satisfaction, resolve issues efficiently, and create seamless engagement across all customer touchpoints.

Key Responsibilities

Customer Experience Strategy

· Define the end-to-end customer journey and continuously improve it.

· Identify service gaps using journey mapping and customer feedback.

· Champion VoC (Voice of Customer), NPS, and CSAT programs.

Service Operations & Quality Control

· Establish and enforce SOPs for issue handling and escalation.

· Set and track service benchmarks like resolution time and first contact success.

· Monitor daily operations to ensure SLA compliance.

Team Performance & Training

· Develop dashboards for real-time productivity and resolution tracking.

· Conduct quality audits and root cause analyses on customer complaints.

· Launch continuous training programs with assessments.

Omnichannel Experience Management

· Streamline customer interactions across platforms (Voice, Email, WhatsApp, CRM).

· Implement multi-touchpoint ticketing systems with defined TATs.

· Ensure a consistent customer experience across verticals.

CX Technology & Insights

· Lead innovation through automation, AI/ML tools, and sentiment analytics.

· Generate monthly insights on trends, feedback, and process gaps.

· Recommend data-driven improvements to enhance customer engagement.

Escalation & Issue Management

· Serve as the central point for escalated concerns.

· Ensure effective redressal and long-term solution planning.

· Maintain transparency through reporting and preventive action tracking.

Success Metrics

· Customer Satisfaction (CSAT) and Net Promoter Score (NPS)

· First Contact Resolution (FCR)

· Escalation Ratio and Response Times

· Complaint Closure Rate and Repeat Complaints

· Monthly Insights and Team Productivity Dashboards