Head of Customer Experience

Job Description – Head – Customer Experience

Location: Andheri West, Mumbai

Experience: 15+ Years

Industry Preference: Real Estate preferred

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Role Purpose

The Head – Customer Experience will be responsible for driving the overall customer experience strategy across the customer lifecycle, with a strong focus on Net Promoter Score (NPS), Voice of Customer (VOC), customer journey enhancement, service excellence, and service recovery. The role will lead the design and implementation of customer feedback mechanisms, monitor customer sentiment across touchpoints, drive closure of escalations, and partner with cross-functional teams to improve customer satisfaction, loyalty, and brand advocacy.

The incumbent will play a strategic role in building a customer-first culture across the organization by leveraging insights, strengthening governance, improving processes, and ensuring a seamless experience from bookin...