Role & responsibilities:
- Lead end-to-end Customer Experience (CX) projects across the Stanza Living ecosystem.
- Identify customer pain points through feedback, complaints, surveys and operational data.
- Design and implement initiatives to improve resident satisfaction, retention and overall experience.
- Work closely with Operations, Product, Technology, Sales, Marketing and HR teams to drive CX improvements.
- Develop and monitor CX dashboards, KPIs and performance metrics.
- Build and strengthen Voice of Customer (VoC) mechanisms and convert insights into action.
- Conduct root-cause analysis of recurring customer issues and implement corrective actions.
- Drive process improvement and standardization across properties and cities.
- Manage multiple CX projects simultaneously,



ensuring timely execution and measurable outcomes.
- Develop SOPs, customer journeys and service standards to improve consistency in resident experience.

Preferred candidate profile:
- 6-10 years of experience in Customer Experience, Strategy & Program Management.
- Proven experience in leading strategic, cross-functional projects.
- Solid analytical, stakeholder management and problem-solving skills.
- Excellent communication and executive presentation skills.
- Experience in hospitality, consumer-tech, real estate, retail or managed living is preferred.

📌 Senior Manager (Gurugram)
🏢 Stanza Living
📍 Gurugram