Job Title: Director – Customer Experience (Process Improvement and Transformation)

Location: Gurgaon, Haryana, India

Work Mode: Work from Office (WFO) – Mandatory (All 5 Days)

Travel Requirement: Yes

Reporting To: Head of Customer Experience

Role Overview The Director – Customer Experience (Process Improvement and Transformation) will be responsible for leading strategic initiatives to enhance customer experience by analyzing, redesigning, and implementing processes that reflect IndiGo’s commitment to delivering a courteous, seamless travel experience. This position is integral to supporting the airline’s growth strategy across new domestic and international markets.

Key Responsibilities

- Strategic Planning
- Design and implement scalable customer experience frameworks to support IndiGo’s regional and international expansion.
- Ensure consistent and high-quality service delivery across all markets.
- Process Improvement
- Identify opportunities for enhancing the customer journey using data-driven insights.
- Lead cross-functional teams in implementing cost-effective and quality-enhancing process improvements.
- Drive automation across customer experience processes to boost efficiency and scalability.
- Execute change management strategies to ensure seamless adoption of new technologies and processes across diverse markets.
- Transformation Initiatives
- Spearhead transformation projects to improve customer experience through innovative service models and emerging technologies.
- Partner with IT and digital teams to embed customer-centric solutions that increase engagement and satisfaction.
- Champion process reengineering to optimize workflows and meet evolving customer expectations.
- Performance Metrics
- Define, monitor,



and evaluate key performance indicators (KPIs) related to customer satisfaction, operational efficiency, and service quality.
- Leverage customer feedback and analytics to drive continuous improvement.
- Stakeholder Collaboration
- Collaborate closely with internal teams such as operations, marketing, and sales to ensure strategic alignment of customer experience initiatives.
- Liaise with external partners and industry forums to stay updated on global best practices and trends in customer experience management.
- Leadership & Development
- Lead, coach, and mentor a high-performing customer experience team.
- Cultivate a culture of excellence, agility, and continuous innovation.

Qualifications

- Bachelor's degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.
- Minimum 10 years of experience in customer experience management, process improvement, or transformation, preferably in the aviation or hospitality industry.
- Demonstrated success in leading large-scale transformation projects and driving change.
- Solid analytical skills with the ability to derive actionable insights from complex data.
- Excellent leadership, communication, and stakeholder management skills.
- Familiarity with Lean, Six Sigma, or other process improvement methodologies is advantageous.

Core Competencies

- ✔ Effective Communication
- ✔ Customer-Centric Mindset
- ✔ Analytical & Strategic Thinking
- ✔ Market Intelligence & Awareness of Global Best Practices
- ✔ Driving Process Innovation & Change
- ✔ Managing Remote & Cross-Functional Teams
- ✔ Emotional Intelligence & Conflict Resolution
- ✔ Coaching & Talent Development
- ✔ Performance & Stakeholder Management

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