Job summary:
The Head of Customer Experience represents the customer's voice internally, creating a bridge between Excitel and its customers. He/She will lead and transform the end-to-end customer journey across all touchpoints & will be responsible for driving operational excellence, digital transformation, and superior customer satisfaction, while building scalable processes and high-performing teams. He/She will create the roadmap of service for the organization by aligning customer segments- expectations and goals. The ideal candidate brings deep expertise in call center operations, customer lifecycle management, and omnichannel engagement, along with a strong focus on NPS, retention, and revenue growth through upsell and cross-sell strategies.

Responsibilities: Customer Experience Strategy & Ownership

- Design, develop and deploy Excitel’s customer experience strategy, with clear characterization of customer segments expectations (current and future), detailing touchpoints under the umbrella of mandatory guidelines.
- Own and drive the overall Customer Experience (CX) strategy, ensuring alignment with business goals and customer expectations.
- Lead initiatives to improve Net Promoter Score (NPS) and overall customer satisfaction across the lifecycle.
- Champion a culture of customer obsession, embedding CX as a core organizational priority.

Call Center Operations & Service Excellence

- Oversee end-to-end call center operations, ensuring high service quality, productivity, and adherence to SLAs.
- Drive operational efficiency through process optimization, workforce planning, and performance management.
- Establish robust governance frameworks for quality assurance, training, and continuous improvement.





Digital & AI-led Transformation

- Lead digital transformation initiatives to enhance customer engagement and service delivery.
- Drive implementation of AI-based omnichannel platforms (voice, chat, email, social) for seamless customer interactions.
- Leverage automation and analytics to improve response times, personalization, and resolution efficiency.

Customer Lifecycle Management (Retention & Growth)

- Design and execute renewal and retention strategies to improve customer lifetime value.
- Drive upsell and cross-sell initiatives through customer insights, segmentation, and targeted engagement.
- Identify churn drivers and implement proactive interventions to reduce attrition.

Online Reputation & Social Media

- Oversee social media and online reputation management, ensuring timely and effective resolution of customer concerns.
- Monitor customer sentiment across digital platforms and implement strategies to enhance brand perception.
- Establish response frameworks for escalations and critical customer issues.

Cross-Functional Collaboration

- Work closely with Product, Sales, Technology, and Operations teams to ensure a unified and consistent customer experience.
- Act as the voice of the customer in strategic discussions and decision-making forums.
- Drive alignment across teams to deliver seamless customer journeys.





Data, Insights & Continuous Improvement

- Leverage data analytics to track CX metrics, NPS trends, operational KPIs, and customer behavior patterns.
- Identify gaps and opportunities to improve processes, systems, and customer interactions.
- Build dashboards and reporting mechanisms for leadership visibility and decision-making.

Key Skills & Competencies:

- Strong experience in Call Center Operations Management
- Proven track record in improving Operational Efficiency & Service Delivery
- Expertise in Digital Transformation & AI-driven Omnichannel CX
- Strong ownership of NPS and Customer Satisfaction Metrics
- Deep understanding of Customer Lifecycle, Retention & Renewal Strategies
- Experience in Upsell and Cross-sell strategy execution
- Expertise in Social Media & Online Reputation Management
- Excellent cross-functional collaboration and stakeholder management skills
- High level of customer obsession and problem-solving mindset
- Excellent interpersonal skills coupled with stakeholder management
- Thrives in a fast-paced environment; able to work in ambiguity and be flexible as priorities change
- Analytical, conceptual, problem solving & decision making Skills
- Excellent verbal and non verbal Communication Skills

Qualifications & Experience

- Post Graduate with a minimum of 12 years’ experience in the telecom, service industry or high growth startup
- Proven experience in leading large-scale customer support or CX functions
- Candidates with technical background (B.E. / B. Tech) preferred

Job Summary

- - Function Director - CEx

- Location Gurgaon

- Date Posted May 26, 2026

📌 Director – CEx (India)
🏢 Excitel Broadband
📍 India