Designation - Senior Executive Customer Experience (CX) Excellence

Location - Mumbai Sakinaka Office

About the Role: The Senior Executive Customer Experience Excellence will play a pivotal role in driving DTDC’s strategic initiatives across all businesses. The incumbent will assist the CX leader in day-to-day program management, governance, and execution of key transformation projects spanning customer experience, delivery excellence, automation, and operational efficiency. This role requires a strong combination of analytical rigor, stakeholder alignment, execution discipline, and a deep understanding of logistics, express and e-commerce operations.

Key Responsibilities:-

Strategic Program Leadership:-
Drive cross-functional programs that enhance delivery performance, customer satisfaction, and network efficiency.
Translate business priorities from leadership into structured program charters with explicit KPIs, timelines, and ownership.
Ensure effective program governance through regular reviews, dashboards, and leadership updates.




Identify operational bottlenecks and lead cross-functional problem-solving with data backed insights.
Operational Excellence & Transformation:-
Lead initiatives focused on improving First Mile, Mid Mile, and Last Mile delivery performance.
Partner with Technology teams to conceptualize and implement digital solutions (e.g., dynamic NDR, auto-RTO, proactive dashboards).
Drive data-backed decision-making using tools like Tableau, Power BI, and advanced Excel.
Benchmark DTDC’s operational practices against industry leaders (e.g., Delhivery, Ecom Express) to identify best practices.
Work closely with cross-functional teams including Operations, CX, Product, Finance, and Tech to ensure end-to-end alignment.
Key Skills & Competencies:
Proven experience in program or project management within logistics, express, or e-commerce domains.
Strong data analysis and problem-solving capabilities.
Excellent communication, presentation, and stakeholder

📌 Senior Executive Customer Experience (Mumbai)
🏢 DTDC Express
📍 Mumbai