Head Customer Experience

Job description

Role Title- Customer Experience Head Role Summary- We are looking for an experienced and customer-focused Head Customer Experience to lead our customer service and engagement strategy. The role is responsible for enhancing customer satisfaction, driving upselling revenue, improving NPS, ensuring timely complaint resolution, and implementing AI-led automation to optimize customer lifecycle communication. The ideal candidate will be a strategic leader with a strong focus on operational excellence, innovation, and delivering exceptional customer experiences while achieving business goals. Working witH -Customer Experience Team What the role entails Key accountabilities/ responsibilities 1. Upselling Revenue Growth Increase monthly upselling revenue generated through the call centre by implementing effective cross-selling and upselling strategies, improving agent capability, optimizing customer engagement, and continuously monitoring conversion performance. 2. B2B Registration at Source Achieve maximum B2B customer registration at the source by ensuring every eligible customer is registered during the first point of contact. Drive process adherence, team accountability, and regular monitoring to eliminate missed registrations and enhance customer onboarding efficiency. 3. AI-Based Customer Lifecycle Communication Automation Implement end-to-end AI automation for customer lifecycle communications to improve operational efficiency, reduce manual effort, and enhance customer experience 4. Customer Experience Improvement (NPS) Enhance the overall customer experience by reducing customer detractor scores and improving Net Promoter Score (NPS) 5. Complaint Resolution SLA Improve customer satisfaction by ensuring timely and effective resolution of customer complaints. What we are looking for in you • Proven experience in leading large-scale customer experience functions and managing high-performing teams. • Strong track record of driving customer satisfaction, NPS improvement, and service excellence initiatives. • Demonstrated ability to increase revenue through upselling, cross-selling, and customer engagement strategies. Role Demands (travel)-NO Location- Mumbai