Role Overview:
The Vice President - Customer Experience will be responsible for defining and driving the organization's customer experience strategy across all customer touchpoints. This leadership role will oversee customer service operations, social media engagement, customer insights, escalation management, service excellence initiatives, and process transformation to ensure a seamless and differentiated customer journey.

Key Responsibilities:

Customer Experience Strategy & Leadership
- Define the CX vision, strategy, and multi-year roadmap aligned with business goals.
- Champion a customer-first culture across the organization and drive initiatives that enhance customer satisfaction, retention, and lifetime value.
- Establish service standards, governance frameworks, and best practices across all customer interaction channels
- Lead, mentor, and grow the customer experience, customer service, and social engagement teams Customer Operations Management
- Oversee end-to-end customer support operations across phone, email, social media, chat, and other digital channels.




- Drive continuous improvement in response times, resolution rates, and satisfaction scores
- Define and monitor operational KPIs; hold the team accountable to high performance standards.

Customer Insights & Analytics
- Analyze service trends, NPS, CSAT, social listening data, and VOC (Voice of Customer) insights to identify improvement opportunities
- Translate customer data into concrete business recommendations and process improvements.
- Lead customer research initiatives to understand evolving customer expectations and market trends.

Stakeholder & Cross-Functional Collaboration
- Partner with Retail, E-commerce, Marketing, Supply Chain, Product, Technology, and Operations teams to improve the customer journey.
- Drive cross-functional initiatives to eliminate customer pain points and improve overall customer experience.
- Be the senior escalation point for critical customer concerns and bran

📌 VP - Customer Experience (Mumbai)
🏢 TAAS Partners
📍 Mumbai