About the Role

We're looking for a Customer Experience Strategist to own strategic and operational projects that improve how customers interact with our business — from digital journeys to service touchpoints. You'll bridge data, technology, and cross-functional execution to drive measurable improvements in customer experience.

What You'll Do

Own Strategic & Operational Projects

- Drive projects end-to-end — from problem definition and planning to implementation and closure.

- Define milestones, timelines, dependencies, and success metrics.

- Proactively identify risks, blockers, and dependencies, and drive resolution.

Manage Digital & Customer Experience Assets

- Own and govern customer-facing assets such as IVR, chatbots, voice bots, digital journeys, CRM workflows, and communication journeys.

- Monitor performance, adoption, containment, and customer experience metrics.

- Identify opportunities to simplify and improve customer journeys.

Identify Problems & Drive Solutions

- Proactively identify customer pain points, operational gaps, and inefficiencies.

- Conduct structured root-cause analysis.

- Develop solution options, assess impact vs. effort, and recommend the right approach.

- Drive implementation and ensure problems stay solved.

Use Data to Drive Decisions





- Analyse customer and operational data to identify trends and opportunities.

- Build dashboards, reports, and business reviews.

- Establish KPIs and translate complex data into actionable business insights.

Drive Cross-Functional Execution

- Work closely with Customer Service, Technology, Product, Operations, Analytics, and external partners.

- Align stakeholders, establish accountability, and drive timely execution.

- Present project updates, risks, decisions, and recommendations to senior leadership.

Requirements

4–6 years of relevant experience in Strategy, Business Operations, Program/Project Management, Consulting, Digital Operations, Customer Experience, or similar roles.
- Robust project ownership and execution skills.

- Data-driven approach with strong analytical skills.

- Excellent stakeholder management and communication skills.

- Proficiency in Excel/Google Sheets and PowerPoint/Google Slides.

- Experience with dashboards, business reviews, and structured reporting.

- Understanding of APIs, automation, CRM, chatbots/voice bots, and digital customer experience tools.

- Ability to drive execution all the way through to measurable outcomes.

📌 Customer Experience strategist (Delhi)
🏢 VASA DENTICITY
📍 Delhi