Senior Customer Experience Strategist

4 days ago

Nagpur, Maharashtra, India beBeeDigitalExperience Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

About the Role

We're looking for a seasoned professional to lead our customer experience initiatives across web and mobile platforms. As a key member of our team, you will be responsible for ensuring seamless, secure, and high-performing customer journeys.

Key Responsibilities:

  • CX Roadmap Development
    • Develop and own the CX roadmap for digital channels across web and mobile platforms.
    • Translate business requirements into actionable backlog items and sprint deliverables.
    • Drive sprint planning, backlog grooming, UAT, and production releases.
    • Ensure feature parity and phased rollouts across iOS, Android, iPadOS, and web.
  • Tech Readiness & System Integration
    • Validate technical feasibility and break down requirements for engineering teams.
    • Collaborate with developers on API contracts, secure integrations, and performance optimisation.
    • Oversee CI/CD, app store submissions, and release checklists for mobile/web.
    • Ensure accessibility, SEO, SSR readiness, and PWA optimisation.
  • Customer Journey & Experience Optimisation
    • Partner with design and platform leads to ensure OS-native UI/UX (iOS HIG, Material Design).
    • Embed analytics, crash reporting, funnels, and in-app communication tools (Mixpanel, Firebase, WebEngage).
    • Work with MarTech to design push campaigns, personalisation, and customer journey tracking.
  • Stakeholder & Release Management
    • Act as the single point of contact for Product, Engineering, QA, and Design teams on CX delivery.
    • Coordinate regression testing, cross-browser/device testing, and QA cycles.
    • Establish release playbooks, rollback strategies, and incident management protocols.
    • Track KPIs such as app ratings, funnel performance, crash rates, and adoption metrics.

Requirements:

  • 7–10 years in digital product/app delivery (web + mobile).
  • Strong grasp of web (React/Next.js) and native mobile ecosystems.
  • Familiarity with API contracts, backend integrations, and middleware interactions.
  • Hands-on experience with app lifecycle tools (Firebase, Crashlytics, Appsflyer, Fastlane).
  • Proven ability to bridge business requirements and engineering delivery in agile environments.

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