Job Description – Head – Customer Experience

Location: Andheri West, Mumbai

Experience: 15+ Years

Industry Preference: Real Estate preferred

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Role Purpose

The Head – Customer Experience will be responsible for driving the overall customer experience strategy across the customer lifecycle, with a solid focus on Net Promoter Score (NPS), Voice of Customer (VOC), customer journey enhancement, service excellence, and service recovery. The role will lead the design and implementation of customer feedback mechanisms, monitor customer sentiment across touchpoints, drive closure of escalations, and partner with cross-functional teams to improve customer satisfaction, loyalty, and brand advocacy.

The incumbent will play a strategic role in building a customer-first culture across the organization by leveraging insights, strengthening governance, improving processes, and ensuring a seamless experience from booking to possession and post-possession.

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Key Responsibilities

1. Customer Experience Strategy




- Lead the overall customer experience agenda for the organization across the real estate customer lifecycle.
- Define and drive the customer experience roadmap aligned with business objectives and brand promise.
- Build and strengthen a customer-centric culture by embedding customer experience principles across functions and projects.
- Establish service standards, customer engagement practices, and experience benchmarks across all customer touchpoints.
- Identify opportunities to enhance customer delight, loyalty, retention, and advocacy.

2. NPS & Voice of Customer (VOC) Management
- Own and drive the NPS framework across key customer touchpoints such as booking, agreement, collections, construction updates, possession, handover, and post-possession.
- Design and institutionalize customer listening mechanisms including NPS surveys, feedback programs, VOC interventions, and satisfaction studies.
- Monitor customer sentiment, identify promoters, passives, and d

📌 Head of Customer Experience (Mumbai)
🏢 Ajmera Realty & Infra India
📍 Mumbai