Director - CX Strategy - Goa

Role Description

Delhivery is seeking a proactive and strategic Customer Service Strategy Lead to drive excellence across our customer support processes and improve the overall customer experience. This role is integral in shaping our service strategy by focusing on process excellence, quality, and analytics to enhance customer satisfaction and loyalty. The Customer Service Strategy Lead will lead a high-performing team, own key initiatives such as Net Promoter Score (NPS) improvement programs, and play a pivotal role in optimizing tools and workflows in collaboration with Product teams.

The ideal candidate will bring a mix of strategic thinking, hands-on project execution, and data-driven decision-making to implement impactful changes. The role requires a strong ability to influence and collaborate with cross-functional teams, using first-principles thinking to address and enhance the end-to-end customer experience.

Key Responsibilities

• Lead customer service process excellence and quality initiatives, ensuring efficient and consistent service delivery across all touchpoints.
• Own data analytics and insights within the customer service domain, analyzing data trends, service performance, and customer feedback to inform continuous improvement.
• Run customer satisfaction and NPS surveys, gather actionable insights, and communicate these to key business leaders to drive alignment and strategy adjustments.
• Develop and execute NPS improvement programs, working cross-functionally to implement changes that directly impact customer satisfaction.
• Collaborate with Product teams to define feature requirements, internal workflows, and customer-facing tool enhancements based on data-driven insights and operational needs.
• Drive high-impact projects aimed at reducing pain points in the customer journey and delivering measurable improvements in NPS.
• Mentor and lead a small, high-performing team, fostering a culture of excellence, collaboration, and growth.
• Influence key stakeholders by presenting clear, actionable insights and recommendations that align with business objectives.
• Stay current with industry trends and best practices in customer experience, applying these insights to improve organizational standards.

Qualifications and Skills

• 4+ years of experience in customer service strategy, process excellence, or related roles, ideally within logistics, e-commerce, SaaS, or fast-paced service industries.
• Proven track record in driving NPS improvement and implementing customer experience programs.
• Strong analytical skills with experience in data-driven decision-making, ideally with proficiency in tools like SQL, Tableau, or similar.
• Demonstrated ability to influence cross-functional teams and manage multiple projects simultaneously.
• Hands-on experience with customer service tools, CRM systems, and customer feedback platforms.
• Excellent communication and presentation skills.
• Highly organized, with strong project management abilities.
• Experience leading small teams of individual contributors is preferred