Director – CEx Job at Excitel (Gurgaon)

Job Description

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.

Job Responsibility

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

Requirements

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
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

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Director – CEx

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