Digital Customer Experience Transformation Lead

10 hours ago

Salem, Tamil Nadu, India beBeeDigitalCXLead Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Customer Experience Leadership Role

As a key member of our digital customer experience team, you will oversee the end-to-end customer journey across web and mobile platforms. This role requires a strong understanding of product, technology, and delivery to ensure seamless, secure, and high-performing customer experiences.

You will be responsible for:

  • Translating business and product vision into actionable deliverables
  • Governing releases across mobile and web platforms
  • Ensuring integration readiness with backend APIs
  • Championing customer experience across the entire digital lifecycle
Key ResponsibilitiesProduct Ownership
  • Defining and owning the roadmap for digital CX across web and mobile platforms
  • Translating product requirements into backlog items and sprint deliverables
  • Driving sprint planning, backlog grooming, UAT, and production releases
  • Ensuring feature parity and phased rollouts across iOS, Android, iPadOS, and web
Tech Readiness & System Integration
  • Validating technical feasibility and breaking down requirements for engineering teams
  • Working with developers on API contracts, secure integrations, and performance optimization
  • Overseeing CI/CD, app store submissions, and release checklists for mobile/web
  • Ensuring accessibility, SEO, SSR readiness, and PWA optimization
Customer Journey & Experience Optimization
  • Collaborating with design and platform leads to ensure OS-native UI/UX
  • Embedding analytics, crash reporting, funnels, and in-app communication tools
  • Partnering with MarTech to design push campaigns, personalization, and customer journey tracking
Stakeholder & Release Management
  • Acting as the single point of contact for Product, Engineering, QA, and Design teams on CX delivery
  • Coordinating regression testing, cross-browser/device testing, and QA cycles
  • Establishing release playbooks, rollback strategies, and incident management protocols
  • Tracking KPIs such as app ratings, funnel performance, crash rates, and adoption metrics
Required Skills & QualificationsMust-Have
  • Having 7–10 years of experience in digital product/app delivery (web + mobile)
  • Having a strong grasp of web (React/Next.js) and native mobile ecosystems
  • Having familiarity with API contracts, backend integrations, and middleware interactions
  • Having hands-on experience with app lifecycle tools
  • Having proven ability to bridge business requirements and engineering delivery in agile environments
Good to Have
  • Having domain experience in FinTech/WealthTech customer journeys
  • Having exposure to GenAI in CX
  • Having knowledge of CDPs, analytics platforms, and personalization engines
Education
  • Having B.E./B.Tech in Computer Science/Engineering
  • Preferably having MBA/PGDM (Product/Tech Management)

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