Snapdeal - Senior Manager - Customer Experience Design (5-8 yrs)

Job Title: Senior Manager - CX Design

Department: Customer Experience (CX)

Reports To: Head of Customer Experience

Overview:

The CX Design Senior Manager will lead the design and execution of customer experience strategies across all touchpoints, ensuring that customer interactions are seamless, intuitive, and engaging. This role involves collaborating with various departments to implement solutions that enhance customer satisfaction, loyalty, and overall experience, leveraging data-driven insights to design and improve processes, products, and services.

Key Responsibilities:

- CX Strategy Development: Develop and implement customer experience strategies aligned with the company's business objectives and goals, focusing on enhancing customer satisfaction and retention.

- Customer Journey Mapping: Lead the design and analysis of customer journeys, identifying key touchpoints and areas for improvement to create seamless and consistent experiences.

- Cross-Functional Collaboration: Collaborate with product, marketing, sales, and operations teams to ensure a cohesive and customer-centric approach across all channels.

- Performance Monitoring: Set up metrics, KPIs, and feedback loops to monitor customer experience performance, using insights to inform and drive design improvements.

- Innovation & Continuous Improvement: Stay up-to-date with industry trends and emerging technologies, identifying innovative opportunities to elevate the customer experience.

- Team Leadership: Manage, mentor, and develop team members, fostering a culture of creativity and customer empathy within the team.

- Project Management: Oversee multiple projects, ensuring timelines, budgets, and quality standards are met while effectively managing stakeholder expectations.

- Customer Feedback Integration: Develop and implement mechanisms to gather and analyze customer feedback, translating insights into actionable strategies and design enhancements.

Qualifications:

- Bachelor's degree in Business, Design, Marketing, or a related field (Master's degree preferred).

- 5+ years of experience in customer experience design, customer journey mapping, or a related role, with management experience.

- Proven track record of developing and implementing successful CX strategies in a fast-paced, customer-centric environment.

- Strong understanding of customer insights, data analysis, and performance metrics (e.g., NPS, CSAT).

- Proficiency in design and analytics tools (e.g., Adobe XD, Figma, Tableau).

- Experience with CX tools, CRM systems, and design thinking methodologies.

- Excellent communication, leadership, and project management skills.

- Ability to work collaboratively with cross-functional teams and influence stakeholders at all levels.

- Passion for enhancing customer experience and driving customer-centric culture.

Preferred Skills:

- Certification in CX-related programs or design thinking methodologies.

- Experience in digital transformation and automation of customer service processes.