Digital Customer Experience Strategist

15 hours ago

Malappuram, Kerala, India beBeeExperience Full time ₹ 20,00,000 - ₹ 25,00,000
Customer Experience Lead

As a customer experience professional at a leading tech firm, you will own the end-to-end customer journey across web and mobile platforms.

This role is at the intersection of product, technology, and delivery ensuring seamless, secure, and high-performing customer experiences.

Key Responsibilities
  • Product & Delivery Ownership
    • Define and own the roadmap for digital customer experience 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.
    • 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.
Required Skills & Competencies
  • Must-Have
    • 7–10 years in digital product/app delivery (web + mobile).
    • Strong grasp of web (React/Next.js) and native mobile ecosystems.
    • Familiarity with API contracts, backend integrations, and middleware interactions.
    • Hands-on experience with app lifecycle tools.
    • Proven ability to bridge business requirements and engineering delivery in agile environments.
  • Good to Have
    • Domain experience in FinTech/WealthTech customer journeys.
    • Exposure to GenAI in CX.
    • Knowledge of CDPs, analytics platforms, and personalisation engines.
Education
  • B.E./B.Tech in Computer Science/Engineering.
  • MBA/PGDM (Product/Tech Management) preferred.

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