• 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 chance 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 clear RACI, documented processes, and a team that can operate without you in the room.
• Run structured win-back and retention initiatives (e.g., outbound campaigns for customers who've gone quiet at 90/180 days) with proper reason-code diagnosis, not just reminder blasts.
• Voice of the Customer
• Personally read and act on customer feedback — the good, the near-miss, and the genuinely angry. Every customer who takes the time to write in is a free, high-signal data point; treat it that way.
• Turn qualitative complaints into structured, quantified problems the business can prioritize.

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