Head of Customer Experience

Talks About People HR Solutions · India

Hiring Alert | Customer Experience (CX) & Analytics Leader

Bangalore, India | Experience: 15–20 Years

CTC: Up to ₹70 LPA (Overall)**

Industry: Premium Luxury Brand | Luxury Retail | Luxury Lifestyle | Non-Apparel

We are looking for a strategic Customer Experience (CX) & Analytics Leader to drive customer-centric transformation through advanced analytics, customer insights, journey optimization and continuous improvement.

This is a senior leadership opportunity for professionals who can connect CX strategy with data, technology and measurable business outcomes across a premium luxury retail environment.

Key Responsibilities

• Develop and execute the CX strategy aligned with business objectives and customer expectations.

• Lead end-to-end customer journey mapping and optimization across digital and physical touchpoints.

• Build and lead CX Analytics & Customer Insights initiatives using customer, operational and business data.

• Drive Voice of Customer (VoC) programs across surveys, contact centers, digital channels and social platforms.

• Own key CX metrics including NPS, CSAT, CES, retention, churn, CLV, FCR and SLA performance.

• Build executive dashboards and reports using Power BI, Tableau, Looker or similar BI platforms.

• Leverage predictive analytics, AI/ML and customer segmentation to identify growth and personalization opportunities.

• Partner with Marketing, Sales, Operations, Product, Digital, IT and Customer Service teams to deliver CX improvements.

• Present data-driven insights, business cases and recommendations to senior leadership.

• Drive operational excellence through Lean, Six Sigma, Design Thinking, automation and process optimization.

Ideal Candidate

15–20 years of experience in Customer Experience, Customer Insights, Business Analytics, Strategy or related functions.

Strong experience in CX transformation and analytics-led decision making.

Hands-on understanding of SQL, BI tools, CRM, customer segmentation and data governance.

Strong executive communication, stakeholder management and team leadership skills.

Experience in Hospitality, Aviation, Airlines, Retail or premium/luxury environments is preferred.

MBA, Analytics, Business or related postgraduate qualification preferred.

Relevant Profiles: CX Leader | Customer Experience Head | Customer Analytics Leader | Customer Insights Head | CX Transformation Leader | Customer Strategy Head