Strategic Customer Experience Leader

4 days ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 17,50,000 - ₹ 24,50,000

We are seeking an experienced and strategic professional to lead the design and delivery of customer experience solutions for our clients.

This role requires a blend of design thinking, user research, digital strategy, and stakeholder management. You will be responsible for translating customer insights into actionable journeys, service blueprints, and experience frameworks that drive measurable business results.

CX Strategy & Design
  • Lead the creation of customer journey maps, personas, empathy maps, and service blueprints.
  • Translate business objectives into customer-centric strategies and actionable experience roadmaps.
& Insights
  • Conduct and oversee user research, customer interviews, surveys, and workshops to uncover pain points and opportunities.
  • Leverage analytics, VOC (Voice of Customer), and market research to prioritize CX initiatives.
& Innovation
  • Drive design thinking workshops with cross-functional teams to ideate, prototype, and validate CX solutions.
  • Collaborate with product, marketing, and technology teams to ensure seamless omni-channel experiences.
& Stakeholder Management
  • Partner with senior client stakeholders to present insights, journey redesigns, and CX recommendations.
  • Act as a trusted advisor on CX trends, best practices, and measurable business outcomes.
Leadership & Delivery
  • Manage a small team of CX designers and researchers, providing mentorship and quality assurance.
  • Ensure timely and high-quality CX deliverables for all consulting projects.
Skills & Qualifications
  • 9-10 years of strong experience in Customer Experience, Service Design, or UX Strategy.
  • Expertise in customer journey mapping, service blueprinting, and design thinking methodologies.
  • Hands-on experience with CX tools such as Miro, Figma, Adobe XD, Qualtrics, and Medallia.
  • Solid understanding of digital channels, CRM, and omni-channel experiences.
  • Excellent storytelling, communication, and stakeholder management skills.
  • Ability to balance creativity with business impact.
  • Graduates from IIT, NID, and NIFT are appreciated.

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