Role:

Delivery Experience Excellence Lead (DXE) Location:

IBC Knowledge Park, Bengaluru Reporting To:

Head - Support Team Name:

Delivery Experience Excellence About the Team and the Role The Delivery Experience Excellence team at Ather is responsible for driving a passionate, customer-centric culture across the post-purchase lifecycle, governing standard operating systems, and ensuring a consistent brand experience across all physical and digital customer touchpoints. This role is for a Lead - Delivery Experience Excellence who will be the strategic custodian of the end-to-end customer delivery journey, building process governance frameworks, leading national service and retail audits, and deploying Lean Six Sigma methodologies to eliminate execution gaps and elevate NPS/CSAT across all regions and retail partners. Responsibilities ● Own customer experience outcomes across all service journeys and channels, acting as the primary voice of the customer in leadership forums. ● Define, implement, and govern standardized SOPs and service policies to establish straightforward, executable,



and scalable service operating systems. ● Set up and execute structured audits—including EC/SC visits, ticket sampling, call audits, and service job reviews—to identify gaps between documented processes and actual execution. ● Drive continuous improvement and structured process excellence initiatives using Lean and Six Sigma (DMAIC) methodologies. ● Eliminate repeat customer pain points through systematic root cause analysis and the deployment of long-term upstream fixes. ● Partner cross-functionally with Operations, Product, Technology, and Training teams to implement experience enhancements. ● Define, track, and manage experience-led KPIs and dashboards, presenting performance trends and strategic insights to senior leadership.

Experience and Qualifications ● B.Tech / B.E or equivalent degree; MBA in Operations, SCM, or Service Management is preferred. ● 12 to 18 years of progressive exper

📌 Delivery Experience Excellence Lead (Mumbai)
🏢 Ather Energy
📍 Mumbai