Digital Customer Experience Lead Position

2 days ago

Varanasi, Uttar Pradesh, India beBeeDigitalCXLead Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Role Description:

A visionary leader is needed to oversee the customer experience across web and mobile platforms. This person will be responsible for defining and owning the roadmap for digital CX, translating product requirements into backlog items, and driving sprint planning.

Key Responsibilities:
  • Product & Delivery Ownership
    • Define and own the roadmap for digital CX across web and mobile platforms.
    • Translate product requirements into 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.
    • Work 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
    • Collaborate 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.
    • Partner 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.

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