Customer Experience Manager

4 days ago

Noida, Uttar Pradesh, India Redcliffe Labs Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Position Title:
Manager – Customer Experience

Location:
Noida

Experience Required:
5+ yrs

About Us:

Redcliffe Labs is India's fastest growing omnichannel Pan India diagnostics service provider having its services in 220+ cities through a network of 80+ owned advanced labs and 2000+ Collection Centres powered by home sample collection across India. We are on a mission to provide quality healthcare services at affordable rates making diagnostics easily accessible and convenient to one and all.

Role Summary

The Customer Experience Manager / Senior Manager will be responsible for designing, tracking, and enhancing the entire customer journey across all touchpoints. The role requires a customer-obsessed professional who can identify service gaps, drive experience improvement initiatives, collaborate with cross-functional teams, and champion a customer-first culture across the organization.

Key Responsibilities

  • Customer Journey & Experience Management

  • Map and monitor the end-to-end customer journey across digital, physical, and service channels.

  • Ensure all customer interactions meet defined quality, accuracy, and service standards.

  • Identify experience gaps at touchpoints such as online booking, call center, home collection, lab visits, and report delivery
    .

  • CX Insights, Feedback & Analytics

  • Design and manage customer feedback mechanisms (NPS, CSAT, CES, surveys, digital listening tools, etc.).

  • Analyze customer behavior, feedback, and trends to draw actionable insights.

  • Track and report key CX KPIs including NPS, CSAT, CES, repeat usage, and complaint resolution time.

  • Service Improvement Initiatives

  • Launch and lead initiatives aimed at reducing pain points and improving satisfaction.

  • Collaborate with operations, tech, product, and marketing teams to drive experience enhancements.

  • Build frameworks to ensure consistent service delivery across all channels
    .

  • Voice of Customer (VoC) Leadership

  • Act as the internal advocate for the customer.

  • Drive organizational awareness of customer issues, expectations, and improvement opportunities.

  • Create customer-centric policies, guidelines, and communication frameworks.

  • Cross-functional Collaboration

  • Work with operations teams to improve service delivery, TAT, and on-ground experience.

  • Partner with technology teams to refine app/website UX and service flows.

  • Support marketing in designing communication strategies aligned with customer expectations.

Skills & Competencies

  • Strong analytical and insights-driven mindset
  • Proven experience in customer experience, service excellence, or customer success
  • Excellent communication and stakeholder management skills
  • Exposure to both on-ground and digital customer interaction models
  • Empathy-driven approach to understanding customer needs
  • Ability to work in a fast-paced, evolving environment
  • Collaborative and cross-functional execution capabilities
  • Problem-solving and decision-making skills

Key Deliverables

·
Improved NPS, CSAT, and CES scores

·      Reduced customer complaints and service gaps

·      Enhanced customer journey consistency across all channels

·      Faster TAT for complaint resolution

·      Increased repeat usage and loyalty

·      Strong organizational alignment to customer-first culture

·

Preferred Profile

  • 5–8 years in CX/Service Excellence roles within healthcare, diagnostics, or service-driven sectors
  • Hands-on experience in managing customer feedback platforms
  • Proven record of executing customer improvement initiatives
  • Strong stakeholder management across operations, tech, and marketing
  • Experience supporting digital and offline customer journeys

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