Senior Manager/DGM – CX Strategy

1 day ago

Bengaluru, Karnataka, India ACKO Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Senior Manager/DGM – CX Strategy & Design

About the Role

We are looking for a Senior Manager – CX Strategy & Design who can think from first principles, challenge existing assumptions, and reimagine how customers experience assistance across Acko's ecosystem including presales  & post sales journeys.

This role sits at the intersection of Product, Operations, and CX, driving initiatives that make customer interactions simpler, faster, and more meaningful. You'll work to design and operationalize customer-first processes, improve assisted service flows, and enable teams with scalable SOPs and a unified knowledge backbone.

If you are analytical, curious, and biased toward action, this is your opportunity to build and scale the backbone of customer experience at one of India's most customer-obsessed companies.

What You'll Do

a. CX Strategy & Experience Design

  • Redesign customer journeys and service flows from first principles, focusing on simplicity, speed, and delight.

  • Identify friction points across assisted experiences and translate insights into actionable design improvements.

  • Co-create and pilot new service models in collaboration with Product and Operations.

b. Product & Process Collaboration

  • Partner with Product and Tech to embed customer insights into feature enhancements and digital service tools.

  • Collaborate with Operations to implement new service requests, product rollouts, and process changes.

  • Drive a feedback loop that converts operational challenges into structural and product improvements.

c. Knowledge & SOP Ownership

  • Build and own the central knowledge repository and process bank for all customer-facing journeys.

  • Design scalable SOP frameworks that integrate seamlessly with digital and assisted channels.

  • Ensure processes evolve dynamically with business, product, and policy changes.

d. Insights & Continuous Improvement

  • Use data and root-cause analysis to identify patterns, inefficiencies, and emerging customer needs.

  • Track and optimize experience KPIs (CSAT, TAT, FTR) across assisted and hybrid journeys.

  • Build playbooks for automation, proactive support, and improved resolution outcomes.

What You'll Bring

  • 5–8 years of experience in CX, Operations Strategy, or Service Design, preferably in a digital-first organization.

  • Strong analytical and problem-solving skills, with a structured and data-driven approach.

  • Proven ability to apply first-principles thinking to reimagine service and process design.

  • Hands-on experience collaborating with Product and Operations to drive implementation.

  • Deep understanding of customer behavior and service metrics.

  • Excellent communication and stakeholder management skills.

  • A customer-first mindset, bias for action, and comfort with ambiguity.

Why Acko

  • Opportunity to define the next generation of assisted experiences.

  • Work directly with CX, Product, and Tech leaders to shape strategy and execution.

  • Build scalable processes, knowledge systems, and playbooks from the ground up.

  • Be part of a team that values clarity of thought, customer empathy, and bold problem-solving.

  • CX Strategy Manager

    5 days ago

    Bengaluru, Karnataka, India Licious Full time ₹ 8,00,000 - ₹ 16,00,000 per year

    Role OverviewAs theCX Strategy Manager,you will be the bridge between our customers and the business. 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...

  • Product Manager

    3 days ago

    Bengaluru, Karnataka, India Kapture CX Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    About Kapture CXKapture CX is an AI-powered, SaaS-based Customer Experience (CX) platform, designed to unify customer interactions and drive business growth. As a Product Manager, you will play a pivotal role in managing the end-to-end development and growth of customer-centric products.Key ResponsibilitiesOwn the product lifecycle from ideation to delivery...

  • DGM/Senior DGM

    2 weeks ago

    Bengaluru, Karnataka, India Embassy Group Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Purpose:The DGM / Sr. DGM will primarily be responsible for driving growth for the Luxury / Premium segment of EDL's residential business. Reporting to the AVP – Residential Sales, the individual shall lead efforts to develop and implement strategies than ensure effective product conceptualization, go to market strategy, launch & close of projects - As...

  • Senior CX Analyst

    2 weeks ago

    Bengaluru, Karnataka, India Indegene Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    #Experience on Qualtrics Platform is MandatoryWe are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that's bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates...

  • CX Project Manager

    11 hours ago

    Bengaluru, Karnataka, India, Karnataka Furlenco Full time

    About FurlencoFurlenco is a different furniture company. We enable the urban Indian to live better today in their homes, by giving them award-winning furniture and home decor with a basket of access to rent, buy, sell and buy back.All of our furniture is designed in-house by experts. We don’t just give furniture. We provide decor, accessories and...

  • Senior Software Engineer

    2 weeks ago

    Bengaluru, Karnataka, India Kapture CX Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company Overview-Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.Kapture CX is headquartered in Bangalore and we have offices in...

  • CX Acceleration Manager

    7 days ago

    Bengaluru, Karnataka, India 129c364c-5ae7-49ea-af9f-fd4e035baec8 Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job DescriptionWho We're Looking ForAt Zendesk, we believe that customer service is a superpower. OurCX Acceleration Teamis a fast-paced, high-impact group operating like an internal startup, dedicated to helping our Enterprise clients unlock the full potential of their Zendesk investment, fast. We thrive on kindness, collaboration, and a shared mission to...

  • Analyst - CFO's office (CA Fresher)

    2 weeks ago

    Bengaluru, Karnataka, India Kapture CX Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Department: FinanceReporting to: Finance Manager/Senior AccountantLocation: BengaluruAbout Kapture CXKapture CX is a fast-growing SaaS company offering cutting-edge customer experience solutions for leading brands. We seek an enthusiastic CA Fresher eager to build a career in finance and contribute to our growth story.Role OverviewThis entry-level finance...

  • Fusion Cloud CX Marketing

    3 days ago

    Bengaluru, Karnataka, India Oracle Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Oracle Customer Success ServicesAs a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer...

  • Customer Experience Manager

    2 days ago

    Bengaluru, Karnataka, India Tata Teleservices Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    DescriptionCompanyTata Tele Business Services WebsiteLocationMumbai/BangaloreLevelSM/DGMWhat's it all about?We at Tata Tele Business Services are pivoting towards becoming a Digital Services Company. Towards achieving this vision, we want to build a world class customer experience as a strategic differentiator by reinventing and reimagining customer journey...