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