Head Customer Experience

2 days ago

Navi Mumbai, Maharashtra, India Torrent Diagnostics Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities

Role Purpose:

To architect and lead the customer experience strategy across Torrent Diagnostics, ensuring a unified, seamless, and emotionally resonant journey for every customer. This role is pivotal in driving brand loyalty, customer satisfaction, and long-term business growth through data-driven insights, digital transformation, and cross-functional collaboration.

Strategic Imperatives:

  1. Customer-Centric Transformation:

    Champion a cultural shift towards customer obsession across all business functions, embedding CX as a strategic lever for differentiation and growth.

  2. Experience Innovation:

    Design and implement innovative customer journeys that are intuitive, personalized, and frictionless across digital and physical touchpoints.

  3. Data-Driven Decision Making:

    Leverage analytics, VOC (Voice of Customer), and NPS (Net Promoter Score) to continuously refine CX strategy and measure impact.

4. Digital Enablement:

Integrate cutting-edge CX technologies (CRM, chatbots, omnichannel platforms, feedback systems) to enhance responsiveness and personalization.

5. Brand Loyalty & Advocacy:

Build emotional connections with customers that translate into advocacy, retention, and lifetime value.

6. Operational Excellence:

Standardize and optimize CX processes through SOPs, SLAs, and continuous improvement frameworks.

Key Responsibilities:

Leadership & Strategy

  • Build and lead a high-performing CX team with domain expertise.
  • Define and cascade company-wide CX goals aligned with business strategy.
  • Serve as the voice of the customer in strategic forums and decision-making.

Customer Journey Management

  • Map and optimize end-to-end customer journeys across all channels.
  • Identify friction points and design interventions to improve experience.
  • Ensure consistency and empathy in every customer interaction.

Cross-Functional Collaboration

  • Partner with Branding, Sales, Customer Service, Digital, and Operations to deliver unified experiences.
  • Influence product, service, and communication strategies through customer insights.

Analytics & Insights

  • Develop and implement CX dashboards and KPIs.
  • Monitor customer sentiment, churn, and satisfaction metrics.
  • Translate insights into actionable strategies and ROI-driven initiatives.

Process Excellence

  • Design and implement SOPs for customer-facing functions.
  • Drive continuous improvement through Lean, Six Sigma, or similar methodologies.

Technology & Innovation

  • Evaluate and deploy CX technologies to enhance service delivery.
  • Stay abreast of global CX trends and innovations.

Culture & Capability Building

  • Foster a customer-first mindset across the organization.
  • Conduct training and workshops to build CX capabilities.

Candidate Profile:

Education & Experience

  • Postgraduate (MBA or equivalent) with minimum 15 years of experience in customer service, experience design, or related domains.
  • Proven track record of leading CX transformation in mid-to-large scale organizations.

Skills & Competencies

  • Strategic thinking with strong execution capability.
  • Excellent communication and stakeholder management.
  • Analytical mindset with proficiency in CX metrics and tools.
  • Exposure to digital platforms and customer engagement technologies.
  • Vendor and partner management experience.
  • High emotional intelligence and customer empathy.

Success Metrics:

  • Improvement in NPS, CSAT, and CES scores.
  • Reduction in customer complaints and churn.
  • Increase in repeat business and customer lifetime value.
  • ROI on CX initiatives and process improvements.
  • Employee engagement in customer-centric behaviours.

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