Lead - Customer Experience

3 days ago

Mumbai, Maharashtra, India ManipalCigna Health Insurance Company Ltd. Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We are looking for a highly motivated and customer-focused professional to lead our Customer Experience (CX) initiatives. The role involves designing and executing strategies that enhance customer satisfaction, build loyalty, and drive overall business growth. The ideal candidate will act as the voice of the customer within the organization, ensuring seamless, consistent, and delightful experiences across all touchpoints.

Key Responsibilities

  • Develop and implement customer experience strategies aligned with organizational goals.
  • Serve as the customer advocate, representing their needs and expectations in business decisions.
  • Map and analyze customer journeys to identify pain points and opportunities for improvement.
  • Collaborate with cross-functional teams to deliver consistent and frictionless experiences.
  • Define and track CX metrics (NPS, CSAT, CES, churn, retention) and present insights to leadership.
  • Establish feedback loops through surveys, focus groups, and analytics to continuously improve products and services.
  • Lead customer-centric culture initiatives, training employees on CX best practices.
  • Drive digital-first and self-service experience initiatives to enhance customer convenience.
  • Handle escalations and ensure timely resolution of critical customer issues.

Qualifications & Skills

  • Bachelor's/master's degree in business, Marketing, or related field.
  • Relevant experience of 5+ years in customer experience, service excellence, or related domains is a must.
  • Strong understanding of customer journey mapping and CX metrics.
  • Excellent communication, problem-solving, and stakeholder management skills.
  • Ability to influence teams and drive a customer-first mindset across the organization.

Key Competencies

  • Customer-centric mindset with empathy and active listening skills.
  • Strategic thinker with strong analytical and data-driven decision-making abilities.
  • Collaborative, with the ability to work across departments and levels.
  • Adaptability to fast-paced and dynamic business environments.

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