Director – CEx

Job summary:
The Head of Customer Experience represents the customer's voice internally, creating a bridge between Excitel and its customers. He/She will lead and transform the end-to-end customer journey across all touchpoints & will be responsible for driving operational excellence, digital transformation, and superior customer satisfaction, while building scalable processes and high-performing teams. He/She will create the roadmap of service for the organization by aligning customer segments- expectations and goals. The ideal candidate brings deep expertise in call center operations, customer lifecycle management, and omnichannel engagement, along with a strong focus on NPS, retention, and revenue growth through upsell and cross-sell strategies.

Responsibilities: Customer Experience Strategy & Ownership

• Design, develop and deploy Excitel’s customer experience strategy, with clear characterization of customer segments expectations (current and future), detailing touchpoints under the umbrella of mandatory guidelines.
• Own and drive the overall Customer Experience (CX) strategy, ensuring alignment with business goals and customer expectations.
• Lead initiatives to improve Net Promoter Score (NPS) and overall customer satisfaction across the lifecycle.
• Champion a culture of customer obsession, embedding CX as a core organizational priority.

• Oversee end-to-end call center operations, ensuring high service quality, productivity, and adherence to SLAs.
• Drive operational efficiency through process optimization, workforce planning, and performance management.
• Establish strong governance frameworks for quality assurance, training, and continuous improvement.

• Lead digital transformation initiatives to enhance customer engagement and service delivery.
• Drive implementation of AI-based omnichannel platforms (voice, chat, email, social) for seamless customer interactions.
• Leverage automation and analytics to improve response times, personalization, and resolution efficiency.

• Design and execute renewal and retention strategies to improve customer lifetime value.
• Drive upsell and cross-sell initiatives through customer insights, segmentation, and targeted engagement.
• Identify churn drivers and implement proactive interventions to reduce attrition.

• Oversee social media and online reputation management, ensuring timely and effective resolution of customer concerns.
• Monitor customer sentiment across digital platforms and implement strategies to enhance brand perception.
• Establish response frameworks for escalations and critical customer issues.

• Work closely with Product, Sales, Technology, and Operations teams to ensure a unified and consistent customer experience.
• Act as the voice of the customer in strategic discussions and decision-making forums.
• Drive alignment across teams to deliver seamless customer journeys.

• Leverage data analytics to track CX metrics, NPS trends, operational KPIs, and customer behavior patterns.
• Identify gaps and opportunities to improve processes, systems, and customer interactions.
• Build dashboards and reporting mechanisms for leadership visibility and decision-making.

• Strong experience in Call Center Operations Management
• Proven track record in improving Operational Efficiency & Service Delivery
• Expertise in Digital Transformation & AI-driven Omnichannel CX
• Strong ownership of NPS and Customer Satisfaction Metrics
• Deep understanding of Customer Lifecycle, Retention & Renewal Strategies
• Experience in Upsell and Cross-sell strategy execution
• Expertise in Social Media & Online Reputation Management
• Excellent cross-functional collaboration and stakeholder management skills
• High level of customer obsession and problem-solving mindset
• Excellent interpersonal skills coupled with stakeholder management
• Thrives in a fast-paced environment; able to work in ambiguity and be flexible as priorities change
• Analytical, conceptual, problem solving & decision making Skills
• Excellent verbal and non verbal Communication Skills

• Post Graduate with a minimum of 12 years’ experience in the telecom, service industry or high growth startup
• Proven experience in leading large-scale customer support or CX functions
• Candidates with technical background (B.E. / B. Tech) preferred