CX Head Job and ResponsibilitiesThe Head of Customer Experience (CX) is responsible for leading and shaping the end-to-end customer journey across all touchpoints. Key responsibilities include:

- Optimizing the customer journey: Own and optimize the complete customer journey, from awareness to retention, ensuring a seamless and engaging experience.
- Designing customer experience strategies: Align customer experience strategies with business goals and enhance satisfaction, loyalty, and advocacy.
- Leading cross-functional initiatives: Collaborate with marketing, product, sales, and support teams to deliver cohesive, customer-centric outcomes.
- Analyzing customer feedback: Identify trends, pain points, and areas for improvement through customer feedback, behavior, and metrics.
- Building a robust Voice of Customer (VoC) program: Capture insights and drive innovation.




- Managing customer satisfaction metrics: Develop and manage metrics such as NPS, CSAT, CES, and churn rates.
- Championing a customer-first culture: Coach teams and embed CX thinking into internal processes.
- Presenting regular reports: Provide insights to senior leadership, supporting data-driven decisions.
- Overseeing tools and technologies: Implement tools and technologies that elevate the customer experience and streamline engagement. 1

The role requires a customer-obsessed leader with both analytical thinking and empathy, ensuring every interaction reinforces the brand promise and builds long-term loyalty. Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person

📌 cx head (Dhanbad)
🏢 MODEL FUELS
📍 Dhanbad