Customer Experience Director

1Cell.Ai Inc.; Mumbai; On-site; INR 3,000,000 - 5,200,000; Full time

Job summary

1Cell.Ai Inc. is seeking a senior CX leader to define the strategy and operating model for a fast-scaling oncology diagnostics business.

You will build and direct the entire CX function across the customer journey, owning satisfaction, responsiveness, turnaround, and collections health. Responsibilities include digitising partner interactions, setting fast, data-driven complaint resolution, and leading key hospital and oncologist relationships.

Qualifications

• Leadership experience building or transforming a CX function in scaling businesses.
• Strong track record delivering CX improvements with measurable outcomes.
• Familiarity with healthcare or diagnostics environments is a plus.

Responsibilities

• 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 discipline: speed, root-cause, closure.
• Lead Key Account Management for top hospital and oncologist relationships.
• Partner with Finance to strengthen collections and reduce receivables cycles.
• Represent the voice of the customer in cross-functional leadership meetings.

Skills

CX leadership

Service operations

CX metrics (CSAT/NPS/TAT)

Automation / CRM

Executive presence

Healthcare / diagnostics knowledge

B2B/B2B2C account management

Collections / receivables

Education

Bachelor's degree or MBA in business/healthcare

Tools

CRM systems

Contact center software

Automation tooling

Job description

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 postSeries A. For the oncologists, hospitals, and patients who depend on our reports, customer experience isn't a support function it is the product experience.

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

• 1215+ 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

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. .