- 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 prospect 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