Job Requirements
Lead – Customer Experience
Role Purpose
At Tanishq, every customer interaction is an prospect to build trust, create delight and foster lifelong relationships. We are looking for a visionary Lead – Customer Experience to define, shape and elevate the customer experience across every customer touchpoint.
This role will lead the Customer Experience function by designing customer-centric strategies, transforming customer journeys, and embedding a culture of customer obsession across the organisation. The incumbent will work closely with Retail Operations, Marketing, Digital, CRM, Merchandising and other business functions to identify customer pain points, drive experience innovation and deliver a consistent, differentiated brand experience across channels.
The ideal candidate is someone who has built customer experience capabilities in organisations known for customer-centricity and service excellence, bringing a deep understanding of customer journeys, behavioural insights and experience transformation.
Key Responsibilities
Customer Experience Strategy
Define and lead the customer experience vision, strategy and roadmap for Tanishq.
Build a customer-first culture by embedding customer-centric thinking across business decisions and processes.
Champion customer advocacy as a key business priority and influence senior stakeholders to drive experience excellence.
Customer Journey Design & Transformation
Own and continuously improve the end-to-end customer journey across physical and digital customer touchpoints.
Map customer journeys to identify moments of truth, friction points and opportunities for differentiation.
Lead customer experience transformation initiatives to create seamless, intuitive and memorable experiences.
Voice of Customer & Customer Insights
Establish robust Voice of Customer mechanisms to capture, analyse and act upon customer feedback.
Translate customer insights into actionable interventions that improve customer satisfaction, lo