Chief Customer Experience Strategist

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeLeader Full time ₹ 1,00,00,000 - ₹ 2,00,00,000
About this Role

This is a leadership opportunity to shape the product strategy and execution for a customer experience portfolio.

  1. Develop and implement a roadmap that retains existing customers and drives revenue growth through incremental license sales.
  2. Stay ahead of market trends and competitive insights to identify major breakthrough features that address product gaps.
  3. Create a SAAS solution that blends existing strengths, optimizes costs, and differentiates the offering in the market.
  4. Collaborate with sales, marketing, and engineering teams to execute the roadmap and deliver effective releases.
Responsibilities
  • Engage with customers, partners, analysts, and influencers to establish a strong presence in the CX platform markets.
  • Drive strategic clarity for CX product differentiation through market analysis and customer feedback.
  • Develop well-defined major release roadmaps with key stakeholders, ensuring alignment with business goals.
  • Work with development, customers, and partners to ensure timely feature delivery with high quality, ease of adoption, and stickiness.
  • Ensure launch readiness by creating impactful market messages, rationalizing pricing and packaging, and collaborating with influencers.
  • Measure ongoing adoption, unblock barriers to upgrades, and lead cross-functional adoption activities.
3-Month Goals
  • Identify and prioritize critical backlog, product, and technical debt issues.
  • Establish Aha as the designation for ideation and conduct f2f events to collect feedback on new features.
  • Build and communicate the HCL roadmap for this portfolio with all stakeholders.
  • Provide guidance and technical knowledge sharing with the Technical Advocacy leader on how to position the HCL CX product.
  • Work with Marketing to ensure relevant marketing messages and assets for every launch.
  • Participate in customer briefings, events, webcasts, and analyst sessions.
Qualities
  • Ability to work under pressure, prioritize workload, and meet deadlines.
  • Multitasking, independence, diplomacy, and tact in communication.
  • Influencing cross-functional teams without formal authority.
  • Team player with a positive attitude and demonstrated optimism.
  • Passion for winning in a competitive market.
Experience
  • Proven background and in-depth product knowledge of similar customer experience platforms.
  • Familiarity with using Aha or similar Product Management tools.
  • Bachelor's degree or equivalent.
  • Product Management experience is a plus.
  • Experience working with Sales and Development teams is essential.
  • Understanding and/or experience of infusing AI/ML into a marketing product.

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