
Experience Lead: Customer Experience Transformation
1 week ago
The Digital CX Lead is responsible for overseeing the customer experience across our web and mobile platforms. This role requires a unique blend of product, technology, and delivery expertise to ensure seamless, secure, and high-performing customer journeys.
This position is ideal for those who have 7-10 years of experience in digital product/app delivery (web + mobile). A strong grasp of web (React/Next.js) and native mobile ecosystems is also required.
- Translate business requirements into technical deliverables
- Govern releases across mobile and web
- Ensure integration readiness with backend APIs
This position involves working closely with Product, Engineering, QA, and Design teams on CX delivery. The successful candidate will act as the single point of contact for stakeholders and coordinate regression testing, cross-browser/device testing, and QA cycles.
Key Responsibilities:- 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
- 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
- Collaborate with design and platform leads to ensure OS-native UI/UX
- Embed analytics, crash reporting, funnels, and in-app communication tools
- Partner with MarTech to design push campaigns, personalisation, and customer journey tracking
- Strong understanding of agile development methodologies
- Hands-on experience with app lifecycle tools
- Proven ability to bridge business requirements and engineering delivery
- B.E./B.Tech in Computer Science/Engineering
- MBA/PGDM (Product/Tech Management) preferred
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