Snapdeal.com – Director – CX Design (10-14 yrs)

Function: Customer Experience

Designation: Director – CX Design & Strategy

Job Location: Gurgaon

Job Summary:

Being the custodian of Customer Experience, you’re required to optimize the customer experiences at all touchpoints before, during and after conversion. Leverage on customer-centred strategies to delight customers at each step of the conversion journey and nurture strong customer-brand relationships

Responsibilities:-

In this role you are required to create strategy and road-map to optimize the customer journey. identify for, assess complex problems and create solutions in situations in which analysis requires an in-depth evaluation of variable factors.

– Liaise with internal teams such as marketing, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged

– Responsible for creating satisfying or compelling experiences for customers with a focus on reshaping the customer experience to maximize conversions.

– Responsible for driving Process improvements within the guard rails of Cost, Quality, Reliability & Stakeholder Experience.

– Preparing Standard operating procedure, templates and workflow documents for each stage of the operation

– Team Management

Skills Required:

– Ability to define problem statement, design & improve processes across life cycle of customer on ecommerce

– This role needs program management skills to drive execution of the changes planned across a cross functional team in a relatively ambiguous environment.

– Should have hands-on experience of working in critical customer experience life-cycle stages. Also should have exposure to product development

– Candidates should know how to pull and analyze data to validate hypotheses.

Background :

– Prior experience of 8-10 years in consulting or ecommerce in customer experience or process improvement roles

– BTech + MBA from Top institutions of India