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 transparent 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 management skills.
- Hands-on with program dashboards, Excel models, and reporting frameworks.
- High ownership mindset and ability to work under tight timelines with cross functional teams.

Educational & Experience Requirements:

- Graduate in Engineering, Business Administration, or related discipline (MBA preferred).
- 2+ years of experience in Program / Project / Strategic Operations Management.
- Prior experience in E-commerce Logistics / Express Parcel / Supply Chain domain preferred.

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