Head - Customer Experience (12-18 yrs)

Role Overview:

We are looking for a visionary and customer-centric leader to join our executive team as Head of Customer Experience.

This is a high-impact leadership role responsible for designing and delivering a holistic customer experience strategy aligned with our brand promise and business objectives.

The ideal candidate will be a seasoned professional with a deep understanding of customer behavior, digital enablement, and service excellence, especially within fast-paced and high-touch industries.

This role requires a combination of strategic foresight, operational execution, and cross-functional collaboration to drive continuous improvement and innovation across all customer touchpoints.

Key Responsibilities:

Customer Experience Strategy & Vision

- Define and own the long-term customer experience (CX) strategy for the organization across all physical and digital channels.

- Craft a customer journey vision that delivers a seamless, personalized, and emotionally engaging travel experience.

- Translate customer expectations and market trends into actionable priorities.

Journey Mapping & Experience Design

- Conduct comprehensive end-to-end journey mapping exercises to identify pain points and opportunities for delight.

- Develop customer personas and empathy maps to better understand diverse traveler needs, including leisure, business, and premium segments.

- Partner with design and product teams to embed customer-first thinking into all product and service design initiatives.

Digital Transformation & Omnichannel Enablement

- Lead the transformation of digital touchpoints including mobile apps, website, customer portals, chatbots, and kiosks to ensure a consistent and intuitive experience.

- Collaborate with IT, product, and engineering teams to deliver agile enhancements that simplify, automate, and personalize the customer journey.

Voice of Customer (VOC) & Data-Driven Insights

- Set up and continuously improve VOC programs including NPS, CSAT, CES, and real-time feedback loops.

- Use data analytics and dashboards to uncover behavioral trends, customer pain points, and root causes.

- Present insights and CX performance metrics regularly to senior leadership and incorporate feedback into strategy refinement.

Transformation Projects & Innovation

- Drive enterprise-level CX transformation programs including loyalty enhancements, baggage experience, disruption management, and premium services.

- Evaluate and implement emerging technologies such as AI, machine learning, AR/VR, and IoT that enhance the customer journey.

- Foster a culture of continuous innovation and customer empathy across the organization.

Stakeholder Engagement & Cross-Functional Leadership

- Build strong partnerships with departments such as ground handling, inflight services, engineering, customer care, marketing, and digital product teams.

- Lead a dedicated CX team and manage external consultants or partners where necessary.

- Align internal functions with CX KPIs and create governance mechanisms for experience accountability.

Key Performance Indicators (KPIs):

- Net Promoter Score (NPS) Improvement.

- First Contact Resolution (FCR).

- Customer Satisfaction (CSAT).

- Digital Adoption Rates.

- Operational Efficiency in Customer Service Processes.

- Employee Engagement in CX Programs.

Qualifications:

Experience:

- 1218 years of experience in customer experience, transformation, or service excellence roles.

- At least 5+ years in a leadership role with proven success in driving customer-centric change.

- Prior experience in aviation, hospitality, telecom, or other high-touch B2C service industries is strongly preferred.

Skills & Competencies:

- Strategic thinking with operational execution ability.

- Expertise in CX frameworks, design thinking, journey mapping, and change management.

- Deep understanding of digital tools (CRM, analytics, CX platforms, VOC solutions).

- Excellent communication, stakeholder management, and team leadership skills.

- Strong commercial acumen with a customer-obsessed mindset.

Preferred Certifications (Nice to Have):

- Certified Customer Experience Professional (CCXP).

- Six Sigma / Lean for Process Improvement.

- Agile / Scrum Project Leadership.

- Design Thinking or Service Design Certification.