Customer Experience Lead

River

Bengaluru Rural, Karnataka, IndiaJobNo compensation foundPosted 4w agoVerified open 4 days ago

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At a glance

Compensation

No compensation found

Location

Bengaluru Rural, Karnataka, India

Work Authorization

Not specified

Job overview

River is hiring a Customer Experience Lead. The Customer Experience Lead will monitor and optimize core health metrics, deploy feedback loops, and conduct root-cause analysis on DSAT trends. This role involves maintaining Customer Journey Maps and Service Blueprints, leading CAPA meetings, and designing proactive failure-recovery scripts. The lead will also conceptualize and pilot high-impact touchpoints, oversee automated communication triggers, and partner with OJT Coaches to integrate customer insights into frontline operations.

Key focus areas include Monitor and optimize core health metrics across all milestones: CSAT, DSAT, NPS, and CES, Deploy low-friction, contextual feedback loops across web, app, showroom, and workshop touchpoints, and Run 5-Why diagnostics on DSAT trends, converting unstructured customer feedback into operational priorities.

Successful candidates bring 5–8 Years Experience In CX Service Design Or Retail Strategy. Important skills include VoC Analytics, Service Design, CAPA Governance, CRM Communication Journeys, Analytical, and Empathetic.

Skills & qualifications

RequiredNice to have

Skills

VoC AnalyticsService DesignCAPA GovernanceCRM Communication JourneysAnalyticalEmpatheticAdvocate for the CustomerBuilding Trust With Store Operations and Engineering Teams

Qualifications

5-8 Years in CX, Service Design, or Retail Strategy

Full job description

Key Responsibilities

VoC Analytics & Sentiment Governance (CSAT / DSAT / NPS)
Metric Ownership: Monitor and optimize core health metrics across all milestones: CSAT, DSAT, NPS, and CES
Feedback Architecture: Deploy low-friction, contextual feedback loops across web, app, showroom, and workshop touchpoints
Root-Cause Analysis: Run 5-Why diagnostics on DSAT trends, converting unstructured customer feedback into operational priorities
Journey Blueprinting & CAPA Governance
Blueprint Management: Maintain master Customer Journey Maps and Service Blueprints, aligning front-stage retail with back-stage systems (CRM/ERP/Telemetry)
Cross-Functional CAPA: Lead weekly and event-driven CAPA (Corrective Action) meetings to resolve systemic product and operational failures
Glitch Protocol Design: Engineering proactive failure-recovery scripts (e.g., app pairing workarounds) to safeguard brand equity during operational glitches
Strategic Initiatives & Frontline Enablement
CX Innovation: Conceptualize and pilot high-impact touchpoints (e.g., hospitality delivery rituals, post-purchase onboarding)
Communication Alignment: Oversee automated triggers (WhatsApp/SMS) to ensure communications feel warm and helpful rather than cold or robotic
Training Feedback Loop: Partner with OJT Coaches to feed real-time customer insights into daily store huddles and frontline playbooks

Ideal Candidate

Experience: 5–8 years in CX, Service Design, or Retail Strategy (EV/Automotive, Premium Retail, Consumer Tech)
Core Skills: Mastery of VoC analytics, Service Blueprinting, CAPA governance, and CRM communication journeys
Mindset: Highly analytical yet deeply empathetic; able to advocate for the customer while building trust with store operations and engineering teams

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