• Customer Experience Strategy & Economics
• Build and own the CX scorecard beyond NPS: OTIF (on-time-in-full), CPKO, resolution speed, escalation

rate, repeat-purchase behavior by customer tier — and tie every one of them to a revenue or retention

number leadership can act on.

• Quantify the cost and reorder impact of every major CX failure mode (damaged/missing items, delivery

issues, refund delays) and use it to prioritize fixes by rupee impact, not by ticket volume.

• Own resolution-policy decisions (e.g., redispatch vs. refund) with hard data on which choice actually

keeps a customer.

Data-Driven Program Management

• Be comfortable pulling and validating your own data (SQL, BigQuery or equivalent) rather than waiting

on a dashboard someone else maintains.

• Run root-cause analysis that survives scrutiny — right-sized samples, corrected logic, honest callouts

when two systems disagree, and a clear line between “verified” and “a model.”

• Segment customers by lifetime value and behavior (tiers, first-time vs. repeat, state/geography) to find





where the highest-leverage interventions are, not just the loudest complaints.

• AI &Automation;
• Own the chatbot/IVR stack end to end: containment rate, cost per conversation, and — critically —

instrument what today isn't measured (does “closed” actually mean “resolved”?).

• Identify and build the next generation of AI-driven CX: proactive delivery-risk alerts, automated win-

back campaigns for lapsing customers, smarter self-serve flows — always backed by a quantified

opportunity size.

• Evaluate build-vs-buy and vendor decisions (chat, IVR, call-scoring platforms) on total cost and actual

capability, not the sales deck.

Team & Operating Model

• Build and lead a small, accountable team across three areas: CX Tools & Vendor Management, CX

Metrics & Voice of Customer, and Data & Automation.

• Replace informal, single-point-of-failure ownership with explicit RACI, documented processes, and a team

that ca

📌 Manager – Customer Experience (Mumbai)
🏢 Purplle.com
📍 Mumbai