Customer Experience (CX) Design

Role Overview:

This is a high-ownership role for someone who has built and run customer design programmes that move the needle on engagement, retention, and loyalty. You will own the strategy and execution of CX initiatives across the customer lifecycle designing personalised experiences at scale, influencing the product and growth roadmap, and driving complex cross-functional projects to completion.

You will spend your time building experiences that create lasting customer love and not just resolving day-to-day issues. As the function grows, there is a natural path to building and leading your own team.

What You'll Own:

A) Customer Delight Projects Engagement, Retention & Loyalty

• Design and execute end-to-end delight initiatives that drive measurable impact on customer engagement, repeat purchase, and loyalty milestone moments, personalised outreach, loyalty touchpoints, and post-purchase experiences.
• Maintain a prioritised pipeline of delight experiments, owning each from concept through measurement
• Build scalable delight programmes that go beyond one-off gestures think systems and repeatable playbooks
• Develop personalisation frameworks that make every customer feel like it was built for them across communication, recommendations, and key journey moments

B) Customer Journey Analytics & Lifecycle Management

• Own the analytical view of the customer lifecycle from acquisition through churn identifying where customers drop off, disengage, or have unmet expectations
• Use the right tools to independently pull and analyse customer data, build cohort analyses, and track the health of delight initiatives
• Translate journey analytics into clear, prioritised opportunities for intervention
• Define and track lifecycle-stage-specific metrics (activation, onboarding, engagement, retention, win-back) and own the reporting cadence

C) Program Management

• Drive cross-functional projects across Product, Tech, Marketing and Operations owning timelines, dependencies, and stakeholder alignment end to end
• Influence without authority — bring teams along through data, clarity, and strong relationships

D) Voice of the Customer

• Synthesise signals from surveys, reviews, behavioural data, and qualitative research into actionable insights
• Be the internal champion of the customer in every roadmap and business discussion

What We're Looking For

Must-Have

• 5–8 years of experience, with a strong track record of owning and delivering customer delight, lifecycle, or loyalty programmes
• Prior experience in quick commerce, e-commerce, or a high-growth D2C/consumer brand.
• Demonstrable examples of delight or personalisation projects that drove measurable impact on engagement, retention, or loyalty metrics
• Knowledge of SQL — you can independently query data without depending on a data analyst for every question
• Strong customer journey analytics experience — comfortable with cohort analysis, funnel analysis, and lifecycle segmentation
• Proven programme management skills — you have run complex, multi-stakeholder projects and delivered them on time
• Excellent communication and stakeholder management skills — comfortable presenting to the CEO.

Good to Have

• Experience with CRM or customer engagement platforms such as FreshDesk, MoEngage, CleverTap or similar
• Familiarity with analytics tools like Superset, Looker, or Amplitude
• Background in product management, growth, or customer success
• Experience designing or running NPS/CSAT measurement and VoC programmes

You Are the Right Fit If...

• You have built CX design programmes from scratch and can point to the retention or engagement metrics that moved as a result
• You are as comfortable writing a SQL query as you are presenting a business case to leadership
• You know how to get five teams aligned on a shared goal without any direct authority over any of them
• You think in customer lifecycles, not individual interactions
• You take high ownership and do not wait to be told what to do next
• You thrive on turning ambiguous opportunities into structured, measurable projects