Customer Experience Expert

JOB DESCRIPTION SECTION I BASIC INFORMATION ON THE POSITION UJR Name Lead - Customer Journey Process Design Designation Role Name Lead - Customer Journey Process Design Function Strategic Initiatives Sub Function Strategic Initiatives Current Band Band 3 Manager Individual Contributor Manager SBU Realty Business Location Thane UJR Code Lead - Customer Journey Process Design Realty Business Strategic initiatives SECTION II ORGANIZATIONAL RELATIONSHIPS Direct Reporting Indirect Dotted Reporting Next Level or Skip Level Supervisor Manager CEO Immediate Supervisor Manager Head-Strategic Initiatives Position Number of positions reporting to the role Position titles of reportees SECTION III PURPOSE OF THE ROLE To design optimize and institutionalize an end-to-end customer journey framework that delivers seamless consistent and emotionally engaging experiences across all customer touchpoints for Sales Finance Operations Project Execution and BD Defining and continuously improving SOPs SLAs and feedback integration mechanisms The role acts as the custodian of the customer journey blueprint SOPs ensuring strategic alignment with the organization s CX vision SECTION IV KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE Map and continuously update the complete customer lifecycle for all customers- Internal External Identify high-impact touchpoints and pain areas using insights from internal data CRM NPS and Stake holder feedback Design intuitive cross-functional workflows and engagement models that enhance customer ease satisfaction and loyalty Collaborate with Sales CRM Marketing Projects Finance BD teams to ensure implementation of journey improvements Develop journey personas empathy maps and service blueprints for all key segments Ensure that digital and physical customer touchpoints are seamlessly integrated Track and monitor CX journey performance metrics lead gap analysis and improvement programs Institutionalize journey governance practices including journey councils playbooks and process design frameworks Regularly test and prototype new journey elements e g onboarding kits communication flows surprise delight moments UI UX Strategist for digital touchpoints Define and standardize SOPs SLAs and quality benchmarks for all key CX touchpoints across Sales CRM Project Delivery Finance and Business Development Assist in organizing CX mystery audits to monitor adherence and identify improvement areas Benchmark customer experience metrics against real estate and cross-industry standards SECTION V KEY RESULT AREAS Key performance goals for the role Critical outcomes of a job contributing to the organization s and role s success Weightage should add up to100 Customer Journey Mapping Optimization 30 UI UX Strategist for digital touchpoints 20 Journey-based NPS CSAT Improvement 30 Process Design- SOP SLAs for all function 20 TOTAL 100 SECTION VI FINANCIAL ACCOUNTABILITY GEOGRAPHICAL SCOPE as applicable Financial Accountability with exclusive authority Geographical Scope All India SECTION VII KNOWLEDGE EXPERIENCE SKILLS AND ABILITIES Education Qualification Bacherlors in Operations Management or Postgraduate qualification MBA PGDM with specialization in Operations Quality Management or Customer Experience Technical Professional Knowledge required What someone NEEDS TO KNOW Expertise in Customer Journey Mapping Tools e g Smaply UXPressia Miro Lucidchart Deep understanding of CX and Service Design methodologies Design Thinking Agile CX Lean CX Knowledge of Salesforce and integration touchpoints Familiarity with real estate lifecycle stages and customer personas Exposure to UX UI principles and omni-channel design thinking Strong understanding of process design SOP drafting and service blueprinting Proficiency in ISO Six Sigma Kaizen or similar quality frameworks Experience required What someone NEEDS TO HAVE DONE 8-12 years of experience in CX Process Excellence Service Design UX or Journey Mapping roles Preferably in Real Estate Hospitality Aviation BFSI or Retail Proven success in cross-functional CX transformation programs Experience in implementing customer-centric process improvements Essential RLC for the role Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE Strategic Thinking Problem Solving Collaboration Influencing Across Functions Execution Excellence with Customer Centricity Innovation and Design Mindset High Ownership Accountability Personal Attributes required Personal qualities motivations and preferences likely to enhance performance in the role Empathetic and customer-obsessed mindset Detail-oriented with strong visualization skills Strong verbal and written communication High adaptability to work across functions and levels Self-starter with strong analytical thinking Domain Functional skills required CX Journey Mapping Blueprinting Service Design Frameworks JTBD Jobs To Be Done THEORY Moments of Truth etc Gap Analysis Root Cause Identification Journey-based KPI Development Stakeholder Workshop Facilitation SECTION VIII KEY INTERACTIONS Internal Key interactions within the organization Nature or purpose of interaction External Key Interactions outside the organization Nature or purpose of interaction