CX Design Role Overview:

This is a high-ownership role for someone who has built and run customer design programmes that move the needle on engagement, retention, and loyalty. You will own the strategy and execution of CX initiatives across the customer lifecycle u2014 designing personalised experiences at scale, influencing the product and growth roadmap, and driving complex cross-functional projects to completion.

You will spend your time building experiences that create lasting customer love and not just resolving day-to-day issues. As the function grows, there is a natural path to building and leading your own team.

What Youll Own:

Customer Delight Projects u2014 Engagement, Retention & Loyalty

- Design and execute end-to-end delight initiatives that drive measurable impact on customer engagement, repeat purchase, and loyalty u2014 milestone moments, personalised outreach, loyalty touchpoints, and post-purchase experiences.
- Maintain a prioritised pipeline of delight experiments, owning each from concept through measurement
- Build scalable delight programmes that go beyond one-off gestures u2014 think systems and repeatable playbooks
- Develop personalisation frameworks that make every customer feel like it was built for them u2014 across communication, recommendations, and key journey moments

Customer Journey Analytics & Lifecycle Management

- Own the analytical view of the customer lifecycle u2014 from acquisition through churn u2014 identifying where customers drop off, disengage, or have unmet expectations
- Use the right tools to independently pull and analyse customer data, build cohort analyses,



and track the health of delight initiatives
- Translate journey analytics into clear, prioritised opportunities for intervention
- Define and track lifecycle-stage-specific metrics (activation, onboarding, engagement, retention, win-back) and own the reporting cadence

Program Management

- Drive cross-functional projects across Product, Tech, Marketing and Operations u2014 owning timelines, dependencies, and stakeholder alignment end to end
- Influence without authority u2014 bring teams along through data, clarity, and strong relationships

Voice of the Customer

- Synthesise signals from surveys, reviews, behavioural data, and qualitative research into actionable insights
- Be the internal champion of the customer in every roadmap and business discussion

What Were Looking For Must-Have

- 5u20138 years of experience, with a robust track record of owning and delivering customer delight, lifecycle, or loyalty programmes
- Prior experience in quick commerce, e-commerce, or a high-growth D2C/consumer brand.
- Demonstrable examples of delight or personalisation projects that drove measurable impact on engagement, retention, or loyalty metrics




- Knowledge of SQL u2014 you can independently query data without depending on a data analyst for every question
- Strong customer journey analytics experience u2014 comfortable with cohort analysis, funnel analysis, and lifecycle segmentation
- Proven program management skills u2014 you have run complex, multi-stakeholder projects and Excellent communication and stakeholder management skills u2014 comfortable presenting to the CEO.

Good to Have

- Experience with CRM or customer engagement platforms such as FreshDesk, MoEngage, CleverTap or similar
- Familiarity with analytics tools like Superset, Looker, or Amplitude
- Background in product management, growth, or customer success
- Experience designing or running NPS/CSAT measurement and VoC programmes

You Are the Right Fit If... u25cf You have built CX design programmes from scratch and can point to the retention or engagement metrics that moved as a result u25cf You are as comfortable writing a SQL query as you are presenting a business case to leadership u25cf You know how to get five teams aligned on a shared goal without any direct authority over any of them u25cf You think in customer lifecycles, not individual interactions u25cf You take high ownership and do not wait to be told what to do next u25cf You thrive on turning ambiguous opportunities into structured, measurable projects

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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 CX Designer (Bengaluru)
🏢 Fresh Club
📍 Bengaluru