Visionary Customer Experience Leader

2 weeks ago

Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Director of Customer Experience Analytics

This pivotal role unifies fragmented monitoring efforts, defines a scalable roadmap and enables real-time visibility into issues that affect customer experience.

Key Responsibilities:
  • Design and implement systems for real-time and proactive monitoring of all parameters that influence customer experience.
  • Lead the development of a unified dashboard that consolidates key metrics (e.g., page load times, alert precision, device health, video availability, system uptime) into a single view for leadership.
  • Define and maintain a RAG model to quantify customer experience health using a weighted formula across multiple parameters.
  • Collaborate with cross-functional teams to identify gaps, reuse existing monitoring and define new requirements.
  • Work with technical teams to define severity levels, detection logic and automation for anomalies across systems.
  • Owning the analytics roadmap for customer experience, ensuring alignment with business priorities and operational readiness.
  • Bridge the gap between technical insights and executive decision-making by providing clear actionable data.

Required Skills and Qualifications:
• Proven ability to drive cross-functional initiatives with measurable outcomes.
• Strong ability to align diverse teams toward a common strategy with a focus on reusability and integration.
• Excellent analytical and problem-solving skills to interpret data, identify trends and translate insights into action.
• Familiarity with observability tools, alerting systems and health metrics in production environments.
• Strong programming skills in Python or Java. This is a technical role requiring the candidate to be comfortable writing production-grade code.
• Strong collaboration and communication skills to work with cross-functional teams and translate technical requirements into actionable strategies.

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