Senior Manager, Customer Experience

Overview

Lead Ethos' customer experience function by building the CX processes, tools and voice-of-customer channels needed to move from reactive problem-solving to a proactive CX engine.

What you'll do

• Own and execute on a prioritized CX roadmap spanning process, technology, product and marketing driven improvements, driving cross-functional execution and ensuring priorities translate into delivered outcomes.
• Own end-to-end synthesis of customer insight across Voice of Customer data, complaints, escalations and input from other leaders, translating signals into one clear, prioritized point of view.
• Own the Voice of Customer platform, validating taxonomy accuracy, evolving reporting and identifying new data sources that should feed the system.
• Lead small operational teams focused on resolving complex issues customers encounter and turn recurring problems into root-cause fixes.
• Align process, reporting and insights from operations across stakeholders, and build the feedback loop that carries what the team learns into the Voice of Customer process and the CX roadmap.

What you'll need

• 8+ years of experience leading customer experience or similar analytics- and insight-driven functions.
• Demonstrated ability to scale a customer experience function.
• People leadership experience managing teams with distinct operational workstreams and disciplines.
• A track record of standing up or running a structured insights-to-roadmap process, turning customer feedback into prioritized, executed work.
• Demonstrated success influencing roadmap prioritization across product, technology or other functional leaders without direct authority over their teams' resources.
• Strong analytical skills, with the ability to size issues, use data to make prioritization calls, and communicate findings clearly to senior stakeholders.

Details

• Location: Bangalore, India.
• Work mode: Onsite.