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Experience: 4+ yrs

Location: India

We are looking for a customer-focused and data-driven Customer Experience Manager to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. The ideal candidate will have experience in customer experience management within the airline, hospitality, or retail industry, with a robust understanding of customer satisfaction metrics, particularly Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

This role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.

Requirements

Key Responsibilities
- Develop and implement customer experience strategies to improve CSAT, NPS, customer loyalty, and retention.
- Monitor customer satisfaction metrics, feedback, complaints,



and service performance across customer touchpoints.
- Analyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.
- Design and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.
- Translate customer feedback and performance trends into actionable recommendations and improvement initiatives.
- Collaborate with customer service, operations, sales, and other teams to address customer pain points.
- Establish and monitor customer experience standards, service benchmarks, and performance indicators.
- Identify root causes of customer dissatisfaction and coordinate corrective and preventive actions.
- Track the effectiveness of customer experience initiatives and report measurable improvements to management.
- Develop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.
- Support th

📌 Customer Experience Manager (Delhi)
🏢 Weekday AI
📍 Delhi