Executive - Consumer Experience

Executive Consumer Experience

Location: Andheri West, Mumbai

Department: Consumer & Gaming PC Marketing

Experience: 0-3 years | Full-time | On-site

Role Overview

We are seeking a proactive and customer-focused Consumer Experience Specialist to manage customer experience initiatives and operational projects across the customer journey. The role will be responsible for creating customer journey maps, developing customer personas, defining CX roadmaps, driving journey automation, and implementing initiatives that enhance customer satisfaction and business outcomes.

Key Responsibilities:

• Design and execute customer experience (CX) strategies aligned with business objectives.
• Develop and maintain end-to-end customer journey maps, customer personas, communication plans, and CX road maps.
• Identify customer pain points, process gaps, and opportunities for improvement, and define the desired future ("To-Be") customer experience.
• Own the complete customer journey across all touchpoints, ensuring every interaction delivers a consistent and seamless experience.
• Define journey objectives, success metrics, and key performance indicators for each customer touchpoint.
• Continuously monitor and evaluate the live customer experience through journey shadowing, customer observations, feedback, and mystery shoppingnot solely through dashboards and reports.
• Drive journey automation and digital transformation initiatives to simplify customer interactions and improve operational efficiency.
• Closely work with Sales, Marketing, Service, Digital, IT, and external partners to implement customer-centric improvements.
• Manage and execute ongoing Consumer Experience projects, ensuring timely delivery and stakeholder alignment.
• Analyze customer insights, VOC (Voice of Customer), operational data, and engagement metrics to recommend strategic improvements.
• Coordinate with external agencies, technology partners, and vendors to deliver CX initiatives on time and within quality standards.
• Prepare CX performance reports, business cases, and presentations for leadership reviews while tracking the impact of implemented initiatives.

Qualifications & Skills

• Bachelor's or Masters degree in Business, or Marketing
• Experience in Customer Experience, Operations, Project Coordination, CRM, or related functions (added advantage).
• Strong project management and stakeholder management skills.
• Excellent communication, presentation, and analytical abilities.
• Proficiency in Microsoft Excel and PowerPoint.
• Experience working with CRM, lead management, or customer engagement platforms is preferred (added advantage).

Preferred Attributes

• Customer-first mindset with a passion for designing exceptional customer experiences.
• Strong analytical and problem-solving skills with the ability to convert customer insights into actionable improvements.
• Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously.
• Curiosity to understand customer behavior and continuously improve customer journeys.
• Excellent communication and presentation skills with attention to detail.