Manager - User Experience

Job description

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood! Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on… Role Overview As the Manager- User Experience Strategy & Operations, , you will help design, improve, and deliver user experiences across key customer journeys. You will work closely with Product, Operations, Technology, and Customer Support teams to identify experience gaps, translate user needs into practical solutions, and ensure experiences are consistent, intuitive, and reliable. This is a hands-on execution role with growing strategic exposure. You will contribute to experience problem-solving, support journey-level improvements, and help ensure that user insights are reflected in product, process, and support design What makes the role meaty? • Work on end-to-end user journeys, identifying friction points, usability issues, and trust gaps that impact user satisfaction and engagement. • Analyse NPS/CES, user feedback, and qualitative insights to understand experience drivers and inform UX improvements. • Translate user needs and problem statements into clear experience flows, service designs, and UX improvements across product and operational touchpoints. • Partner closely with Customer Support teams to improve support-led experiences, including contact flows, resolution journeys, and handoffs across channels. • Help design, document, and roll out support SOPs, playbooks, and workflows that improve clarity, consistency, and resolution quality. • Identify recurring support issues and collaborate with Product, Ops, and Tech teams to reduce avoidable contacts and experience friction. • Ensure cross-functional execution and accountability, aligning senior stakeholders and embedding UX and retention priorities into quarterly and annual plans. We hope that you have.. • 2+ years of experience in B2C, e-commerce, logistics, or food tech environments. • Tier-1 engineering graduate or MBA from a Tier-1 institute • Track record of owning UX, retention, growth, or CX charters in high-scale, fast-paced setups • Comfortable operating in high-volume, complex environments across distributed teams • Strong first-principles problem solver; able to structure and solve ambiguous problems • Design-thinking mindset with the ability to map end-to-end user journeys and drive system-level solutions • Highly analytical and data-driven; strong on behavioural insights, metrics, root-cause analysis, and impact sizing • Ability to balance strategy, hands-on execution, and senior stakeholder management in a high-ownership role