Customer Experience Director

3 days ago


Cochin, Kerala, India HTIC Global Full time

The primary function of the role is to oversee and assure that customer experience meets the set standards across all service delivery channels and touchpoints. The role ensures consistent customer service standards and minimizes complaints while maximizing positive feedback.

Main Responsibilities

Primary Responsibilities:

  • Develop a customer experience standard and process that meets the company's requirements.

  • Ensure customers have a seamless experience, reducing complaints and increasing positive feedback.

Secondary Responsibilities:

  • Develop initiatives for engaging and consistent communication with customers through CRM systems.

  • Manage loyalty programs and motivate customers to progress to the next level.

Main Duties

Key Duties:

  • Establish customer service standards across all customer channels and touchpoints.

  • Maintain service standards through regular audits, feedback, and corrective actions.

  • Identify and address weaker areas, and provide training to maintain customer experience.

  • Manage customer complaints effectively, ensuring all touchpoints and channels are addressed.

Key Skills

This role requires strong leadership, communication, and problem-solving skills, as well as the ability to develop and implement effective customer experience strategies.



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