Strategy Director

6 days ago

Bangalore, India Licious Full time

You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each team. Identify root causes of negative CX trends using contact center and platform data; Translate strategic CX priorities into actionable process, policy, and tech solutions across the organization. Build and lead the CX strategy roadmap across contact points—voice, chat, app, social, and offline experience nodes. Manage executive-level stakeholder alignment on customer-centric initiatives—owning CX charters in quarterly business planning. Engineering or MBA from a Tier-1 institute (IITs, IIMs, ISB.) ~2–3 years of experience in operations strategy / design, CX design / operations. ~ Experience working in or with high-volume, distributed operations environments (e.g., ecomm, quick comm, food tech, omni-channel D2C brands). ~ Strong analytical mindset—comfortable working with operations data, root cause trees, and business impact sizing. ~ Experience in startups in B2C, e-commerce, logistics, or food tech with prior experience in Ops Design, Service Design, or CX innovation roles is good to have. Create and lead customer-first experiences in one of India’s fastest-growing consumer brands. Be part of a team that truly believes customer experience is a business differentiator, not a support function.

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