About River

River is a design company building multi-utility products. Our flagship product River Indie #SUVofScooters, is designed to help you get things done. Engineered to be a dependable ally on your road to success.

We're a 1000+ team headquartered in Bengaluru – backed by marquee international investors, with mobility-focused funds linked to Yamaha Motors, Al-Futtaim Automotive Group, Toyota VC, Trucks Venture Capital, Mitsui & Co. Ltd, Marubeni Ventures Inc., Lowercarbon Capital, and Maniv Mobility.

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 (India)
🏢 River
📍 India