Lead Digital Customer Experience Manager

4 days ago

Ajmer, Rajasthan, India beBeeDigitalExperience Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

About Us

We are a technology company that specializes in delivering exceptional customer experiences. Our team is passionate about creating innovative solutions that meet the evolving needs of our customers.

  • Our vision is to become the leading provider of digital customer experience solutions, and we're looking for talented individuals who share our passion.

About the Role

We're seeking a highly motivated and experienced Digital Customer Experience Lead to join our team. In this role, you will be responsible for overseeing the development and delivery of digital customer experience projects, ensuring they meet our high standards of quality and innovation.

  • You will work closely with cross-functional teams, including product, engineering, and design, to identify business requirements and translate them into actionable deliverables.

Your 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.

Tech Readiness & System Integration

  • Validate technical feasibility and break down requirements for engineering teams.
  • Work with developers on API contracts, secure integrations, and performance optimization.
  • Oversee CI/CD, app store submissions, and release checklists for mobile/web.
  • Ensure accessibility, SEO, SSR readiness, and PWA optimization.

Customer Journey & Experience Optimization

  • Collaborate with design and platform leads to ensure OS-native UI/UX (iOS HIG, Material Design).
  • Embed analytics, crash reporting, funnels, and in-app communication tools.
  • Partner with MarTech to design push campaigns, personalization, 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

  • 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.

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