Chief Customer Experience Officer - Startup (12-18 yrs)

We are seeking a visionary and execution-driven Chief Customer Experience Officer (CXO) to lead and transform our end-to-end customer experience strategy. Reporting directly to the Founder, the CXO will drive customer-centric culture across the organization, overseeing pre-sales, purchase, and post-sales journeys. This role will be pivotal in enhancing customer satisfaction, loyalty, and long-term value.

Key Responsibilities:

Strategy & Leadership

- Define and execute the overall customer experience (CX) strategy aligned with business goals.

- Act as the voice of the customer in leadership discussions, bringing data-backed insights and advocacy.

- Foster a customer-first culture across functions and channels.

Customer Journey & Delight

- Map and optimize the full customer lifecycle - from lead generation and pre-sales to purchase, onboarding, and post-sales support.

- Design and implement scalable processes for consistent, personalized, and delightful customer interactions.

- Develop and oversee frameworks for continuous improvement using customer feedback (CSAT, NPS, VoC, etc.).

Operational Excellence

- Lead a 150+ member CX team across multiple functions including contact center, CRM, support, and experience operations.

- Establish and monitor KPIs (FTR, TAT, CSAT, NPS, repeat contacts) to measure performance and service effectiveness.

- Leverage technology, automation, and data analytics to drive efficiency and reduce failure points in the customer journey.

Cross-Functional Collaboration

- Work closely with Sales, Product, Marketing, Tech, and Operations teams to align and integrate customer-first strategies.

- Champion initiatives for self-service, omnichannel engagement, and digital CX transformation.