Customer Experience Manager

2 days ago

Noida, Uttar Pradesh, India Redcliffe Labs Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Position
: Customer Experience Manager

Location
: Noida

Position Overview:

We are seeking a dynamic and passionate Customer Experience Manager to join our team at Redcliffe Labs. The candidate will be responsible for closely analyzing and improving every touchpoint of the customer journey — ensuring consistency, accuracy, and delight in service delivery. This role requires a proactive problem-solver who can identify gaps, drive initiatives, and champion customer-centricity across the organization.

Key Responsibilities:

  • Map and monitor the end-to-end customer journey, ensuring every interaction meets quality and service expectations.
  • Identify gaps and areas of improvement at various customer touchpoints (online, call center, home collection, lab visits, digital reports, etc.).
  • Design and implement customer feedback mechanisms (surveys, NPS, on-ground studies, digital listening tools, etc.).
  • Launch initiatives that deepen customer understanding and improve satisfaction/loyalty.
  • Work cross-functionally with operations, technology, and marketing to resolve pain points and build a seamless experience.
  • Use data and analytics to evaluate customer behavior, trends, and feedback, translating insights into actionable strategies.
  • Champion the voice of the customer within the organization.
  • Track and report key Customer Experience KPIs such as NPS, CSAT, CES, repeat usage, and complaints resolution time.

Qualifications:

  • 5-8 years of proven experience in Customer Experience / Customer Success / Service Excellence roles.
  • Strong track record of launching CX improvement initiatives and successfully closing service gaps.
  • Exposure to on-ground customer studies, digital surveys, and feedback-driven improvement programs.
  • Strong analytical mindset with ability to interpret data and recommend actionable insights.
  • Excellent communication and stakeholder management skills.
  • Deep understanding of customer-centric culture and ability to embed it across teams.
  • Experience in healthcare, diagnostics, e-commerce, or service-led industries will be an added advantage.

Skills:

  • Empathy – Ability to put yourself in the customer's shoes and design experiences that truly matter.
  • Problem-solving mindset – A proactive approach to identifying challenges and driving improvements.
  • Analytical thinking – Comfort with data, metrics, and deriving insights for decision-making.
  • Collaboration – Strong cross-functional teamwork skills to align different teams around customer priorities.
  • Adaptability – Comfortable working in a fast-paced, evolving environment.
  • Customer-First Orientation – Passion for delivering value and building long-term trust with customers.
  • Innovation – Eagerness to experiment with new ideas, tools, and processes to enhance customer journeys.

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