Hiring Alert | Customer Experience (CX) & Analytics Leader Bangalore, India | Experience: 15–20 Years

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

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.

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.

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

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

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

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

• Own key CX metrics including NPS, CSAT, CES, retention, churn, CLV,



FCR and SLA performance.

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

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

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

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

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

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

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

Strong executive communication, stakeholder management and team leadership skills.

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

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