Job DescriptionHiring Alert | Customer Experience (CX) & Analytics Leader

NBangalore, India | Experience: 15–20 Years

NCTC: Up to ₹70 LPA (Overall)**

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

NWe 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.

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

NKey Responsibilities

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- Develop and execute theCX 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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nIdeal Candidate

N15–20 years of experiencein Customer Experience, Customer Insights, Business Analytics, Strategy or related functions.

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

NHands-on understanding ofSQL, BI tools, CRM, customer segmentation and data governance.

NStrong executive communication, stakeholder management and team leadership skills.

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

NMBA, Analytics, Business or related postgraduate qualification preferred.

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

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