CX Transformation Expert

1 week ago

Chennai, Tamil Nadu, India beBeeCustomerExperience Full time ₹ 1,04,000 - ₹ 1,30,878

About this Role

This is a key position in our organization where you will be responsible for identifying opportunities to enhance customer experience, analyzing customer insights and collaborating with cross-functional teams to develop impactful, customer-centric solutions.

As a CX Strategist, you will focus on designing and implementing strategies that improve the overall customer journey, ensuring seamless, engaging interactions aligned with business objectives.

The role involves driving initiatives that enhance customer satisfaction, loyalty and advocacy by combining data analysis with strategic planning.

You will translate insights into impactful strategies, optimize customer interactions and support business growth through improved retention and a customer-first approach.

Responsibilities
  • Analyze customer data from surveys, feedback and CRM systems to identify key trends and pain points.
  • Generate actionable insights that guide CX strategy and decision-making.
  • Provide inputs to dashboards and reports to track customer behavior and identify friction points.
  • Provide data-driven insights to support strategic decisions and continuous improvement.
CX Strategy Development & Execution
  • Design and implement CX strategies to enhance customer satisfaction, retention and loyalty.
  • Align CX initiatives with business goals and ensure cross-functional adoption.
  • Evaluate the effectiveness of strategies through performance metrics and feedback.
Stakeholder Collaboration & Communication
  • Serve as a Single Point of Contact for all communications related to CX Analysis and strategy.
  • Work collaboratively and conscientiously, and openly demonstrate a positive and constructive approach to feedback and conflict.
  • Collaborate with Internal and External contacts to align CX efforts across departments.
  • Presents CX insights, strategies and progress to key stakeholders clearly and effectively.
Requirements
  • Proven track record in delivering CX strategy improvements and programs.
  • Strong knowledge of industry best practices in quality control and customer-centric approaches.
  • Skilled in advanced data tools Excel, SQL, Tableau, Power BI, Minitab, Google Analytics, Adobe Analytics.
  • Familiar with Lean, Six Sigma, Agile methodologies; Green/Black belt certification preferred.
  • Proficient in statistical analysis (hypothesis testing, regression, ANOVA) and CX mapping tools (Miro, Confluence, Lucidchart).
  • Degree educated with 5+ years in publishing or related fields, including 2+ years in CX, Business Analysis, or Strategy role.
  • Excellent stakeholder management and communication skills with a global, cross-functional mindset.

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