Job Title: CX Design Lab Project Manager

Department : Customer Experience

Location: Mumbai ( Santacruz)

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We are looking for a Project Manager to drive customer experience improvement initiatives across processes and digital journeys. The role involves identifying gaps, redesigning customer journeys, and implementing solutions that improve service metrics and operational efficiency.

Key Responsibilities:

- Lead CX improvement projects from planning to execution.
- Reengineer customer journeys using data insights and CX frameworks.
- Coordinate with technology, product, operations, and compliance teams.
- Drive digitalization, automation, and process optimization initiatives.
- Prepare project documentation, SOPs, and training materials.
- Monitor metrics such as TAT, FTR, complaints reduction, and productivity.

Required Skills:

- Customer experience management, journey mapping, VOC analysis.
- Project management, agile exposure, stakeholder management.
- Analytical and problem-solving skills.




- Knowledge of digital tools (MS Office, Jira, Tableau).
- Exposure to design thinking and automation (preferred).

Seeking a CX Project Manager to manage endtoend customer experience improvement projects. The role includes analyzing existing processes, identifying improvement opportunities, driving digital and automation initiatives, and ensuring superior service delivery.

Responsibilities:

- Improve customer journeys and service processes.
- Deliver CX transformation projects within timelines.
- Collaborate with crossfunctional teams.
- Implement digital solutions and automation.
- Track service KPIs (TAT, FTR, complaints).

Skills & Experience:

- 710 years in CX/process improvement.
- Robust analytical, communication, and stakeholder management skills.
- Knowledge of design thinking, Lean Six Sigma, project management.

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