Head of Customer Experience

1Cell.Ai Inc. · Mumbai, India

1Cell.Ai is an AI-powered precision oncology diagnostics company on a mission to make advanced cancer testing faster, more reliable, and more accessible. Headquartered in Mumbai with operations across India, the US, and Africa, we're scaling rapidly post–Series A. For the oncologists, hospitals, and patients who depend on our reports, customer experience isn't a support function — it is the product experience.

We're hiring a Head of Customer Experience to own and lead 1Cell Concierge end to end — the strategy, the team, the systems, and the standards. You'll sit on the leadership team, report directly to the Managing Director, and be accountable for making 1Cell the most reliable oncology diagnostics partner in the market, from sample pickup through report delivery to collections.

What you'll own

• Define and drive the CX strategy and operating model for a fast-scaling diagnostics business
• Build, lead, and develop the full CX organisation across the customer journey
• Own the core CX outcomes — satisfaction, responsiveness, turnaround, and collections health
• Digitise and automate the partner experience (portal, call centre, self-service)
• Set the complaint-management and service-recovery discipline — speed, root-cause, closure
• Lead Key Account Management for the most important hospital and oncologist relationships
• Partner with Finance to strengthen collections and reduce receivables cycles
• Represent the voice of the customer in cross-functional and leadership forums

What you bring

• 12–15+ years in customer experience / service operations, with significant time in a leadership role
• Proven success building or transforming a CX function in a scaling, service-led business
• Deep command of CX metrics and the discipline behind them (CSAT, NPS, TAT, service SLAs)
• Track record of standing up automation, contact-centre, and CRM capability
• Executive presence — credible with clinicians, hospital leadership, and an MD-level team
• Bias for building: comfortable creating structure where little exists

Good to have

• Background in diagnostics, pathology, healthcare, or clinical lab operations
• Experience with B2B / B2B2C key account management
• Exposure to collections / receivables improvement

Why this role

This is a build-and-lead mandate, not a caretaker seat. You'll shape a CX function that materially affects patient outcomes, with a direct line to the MD and the autonomy to set the standard for the industry.