Job Description

Hiring Alert | Customer Experience (CX) & Analytics Leader

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Bangalore, India | Experience: 15–20 Years

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CTC: Up to ₹70 LPA (Overall)**

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Industry: Premium Luxury Brand | Luxury Retail | Luxury Lifestyle | Non-Apparel

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We are looking for a strategic Customer Experience (CX) & Analytics Leader to drive customer-centric transformation through advanced analytics, customer insights, journey optimization and continuous improvement.

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This is a senior leadership opportunity for professionals who can connect CX strategy with data, technology and measurable business outcomes across a premium luxury retail environment.

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Key Responsibilities

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• Develop and execute the CX strategy aligned with business objectives and customer expectations.

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• Lead end-to-end customer journey mapping and optimization across digital and physical touchpoints.

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• Build and lead CX Analytics & Customer Insights initiatives using customer, operational and business data.

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• Drive Voice of Customer (VoC) programs across surveys, contact centers, digital channels and social platforms.

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• Own key CX metrics including NPS, CSAT, CES, retention, churn, CLV, FCR and SLA performance.

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• Build executive dashboards and reports using Power BI, Tableau, Looker or similar BI platforms.

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• Leverage predictive analytics, AI/ML and customer segmentation to identify growth and personalization opportunities.

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• Partner with Marketing, Sales, Operations, Product, Digital, IT and Customer Service teams to deliver CX improvements.

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• Present data-driven insights, business cases and recommendations to senior leadership.

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• Drive operational excellence through Lean, Six Sigma, Design Thinking, automation and process optimization.

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Ideal Candidate

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15–20 years of experience in Customer Experience, Customer Insights, Business Analytics, Strategy or related functions.

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Solid experience in CX transformation and analytics-led decision making.

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Hands-on understanding of SQL, BI tools, CRM, customer segmentation and data governance.

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Strong executive communication, stakeholder management and team leadership skills.

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Experience in Hospitality, Aviation, Airlines, Retail or premium/luxury environments is preferred.

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MBA, Analytics, Business or related postgraduate qualification preferred.

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Relevant Profiles: CX Leader | Customer Experience Head | Customer Analytics Leader | Customer Insights Head | CX Transformation Leader | Customer Strategy Head

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