Digital Customer Experience Leader

1 day ago

Vijayawada, Andhra Pradesh, India beBeeExperience Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Experience Director: Digital Customer Experience

This senior leadership role is at the intersection of product, technology, and delivery. The successful candidate will be responsible for owning the customer experience across our web and mobile platforms.

Key Responsibilities:
  • Define and own the roadmap for digital CX across web and mobile platforms.
  • Translate business and product vision into sprint-ready 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 optimisation.
  • Oversee CI/CD, app store submissions, and release checklists for mobile/web.
  • Ensure accessibility, SEO, SSR readiness, and PWA optimisation.
Customer Journey & Experience Optimisation:
  • 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 (Mixpanel, Firebase, WebEngage).
  • Partner with MarTech to design push campaigns, personalisation, 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.

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