Experience Lead

2 days ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 18,00,000 - ₹ 20,10,000

About this role

We are seeking an experienced professional to lead the development and delivery of customer experience solutions.

This role requires a blend of design thinking, user research, strategic planning, and stakeholder management.

You will be responsible for translating customer insights into actionable journeys, service blueprints, and experience frameworks that drive measurable business outcomes.

  • Lead the creation of customer journey maps, personas, empathy maps, and service blueprints.
  • Translate business objectives into customer-centric strategies and actionable experience roadmaps.
  • Ensure all CX initiatives are aligned with the client's brand and digital transformation goals.
CX Strategy & Design

We focus on creating customer-centric experiences by:

  • Developing comprehensive customer journey maps to identify pain points and opportunities.
  • Conducting in-depth user research to inform design decisions.
  • Collaborating with cross-functional teams to ideate, prototype, and validate CX solutions.
Key Responsibilities include:
  • CX Strategy & Design: Lead the creation of customer journey maps, personas, empathy maps, and service blueprints.
  • Research & Insights: Conduct and oversee user research, customer interviews, surveys, and workshops to uncover pain points and opportunities.
  • Solutioning & Innovation: Drive design thinking workshops with cross-functional teams to ideate, prototype, and validate CX solutions.
  • Client & Stakeholder Management: Partner with senior client stakeholders to present insights, journey redesigns, and CX recommendations.
  • Team Leadership & Delivery: Manage a small team of CX designers and researchers, providing mentorship and quality assurance.
We seek candidates with:
  • 9-10 years of strong experience in Customer Experience, Service Design, or UX Strategy.
  • Expertise in customer journey mapping, service blueprinting, and design thinking methodologies.
  • Hands-on experience with CX tools (e.g., Miro, Figma, Adobe XD, Qualtrics, Medallia).
  • Solid understanding of digital channels, CRM, and omni-channel experiences.
  • Excellent storytelling, communication, and stakeholder management skills.
  • Able to balance creativity with business impact.

Graduates from IIT, NID, and NIFT are appreciated.

We Offer

We offer a collaborative and dynamic work environment where you can grow and develop your skills. Our company is committed to delivering exceptional results and exceeding client expectations.

Please submit your application, including your resume and a cover letter outlining your relevant experience and qualifications.

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