Key Responsibilities VoC Analytics & Sentiment Governance (CSAT / DSAT / NPS) Metric Ownership: Monitor and optimize core health metrics across all milestones: CSAT, DSAT, NPS, and CES Feedback Architecture: Deploy low-friction, contextual feedback loops across web, app, showroom, and workshop touchpoints Root-Cause Analysis: Run 5-Why diagnostics on DSAT trends, converting unstructured customer feedback into operational priorities Journey Blueprinting & CAPA Governance Blueprint Management: Maintain master Customer Journey Maps and Service Blueprints, aligning front-stage retail with back-stage systems (CRM/ERP/Telemetry) Cross-Functional CAPA: Lead weekly and event-driven CAPA (Corrective Action) meetings to resolve systemic product and operational failures Glitch Protocol Design: Engineering proactive failure-recovery scripts (e.g., app pairing workarounds) to safeguard brand equity during operational glitches Strategic Initiatives & Frontline Enablement CX Innovation:



Conceptualize and pilot high-impact touchpoints (e.g., hospitality delivery rituals, post-purchase onboarding) Communication Alignment: Oversee automated triggers (WhatsApp/SMS) to ensure communications feel warm and helpful rather than cold or robotic Training Feedback Loop: Partner with OJT Coaches to feed real-time customer insights into daily store huddles and frontline playbooks Ideal Candidate Experience: 5–8 years in CX, Service Design, or Retail Strategy (EV/Automotive, Premium Retail, Consumer Tech) Core Skills: Mastery of VoC analytics, Service Blueprinting, CAPA governance, and CRM communication journeys * Mindset: Highly analytical yet deeply empathetic; able to advocate for the customer while building trust with store operations and engineering teams

📌 Customer Experience Lead (Bengaluru)
🏢 Customer Experience
📍 Bengaluru