Experience Transformation Lead

1 week ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

We're a customer-centric organization that thrives in an innovative environment.

Your Role

You will be at the center of transforming how we listen to, interpret, and act on the voice of our customers.

This strategic role combines operational excellence, data storytelling, and cross-functional leadership to enhance the end-to-end customer journey.

Key Responsibilities
  • Champion data-driven decisions, optimize customer-facing processes, and elevate how we measure and improve customer experiences across the company.
  • Build a centralized insights engine to translate NPS, CSAT, digital behavior, support interactions, and operational data into actionable CX insights.
  • Partner with Data, Salesforce, and Customer Success teams to embed predictive models that identify churn risk, advocacy, and engagement patterns.
  • Design and maintain CX dashboards and reporting tools that surface trends, friction points, and improvement opportunities across the journey.
  • Identify and resolve customer journey pain points by leveraging automation, AI, and workflow enhancements.
  • Lead cross-functional initiatives that optimize tools, systems, and processes used by Support, Success, Academy, and Product teams.
Requirements
  • 5+ years of experience in customer experience, business operations, or data strategy roles, ideally in a B2B SaaS or tech company.
  • Proven track record in turning data into strategic insights, especially with NPS, CSAT, churn, and engagement metrics.
  • Strong experience with Salesforce, BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms (Qualtrics, Medallia).
  • Working knowledge of AI and automation concepts in CX, such as sentiment analysis, predictive scoring, or journey analytics.
  • Strong project management and cross-functional collaboration skills.

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