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)
🏢 Customer Experience
📍 Bengaluru