Customer Experience Lead

River; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

River in Bengaluru is seeking an experienced CX leader to own VoC analytics, service blueprinting, and CAPA governance across retail and digital touchpoints. You will translate customer insights into prioritized operational actions and align front-stage retail with back-stage systems.

The ideal candidate has 5–8 years in CX or related fields, with a strong emphasis on analytics, process design, and cross-functional collaboration to elevate customer experiences.

Qualifications

• 5–8 years in CX, Service Design, or Retail Strategy (EV/Automotive, Premium Retail, Consumer Tech).
• Mastery of VoC analytics, service blueprinting, CAPA governance, and CRM communication journeys.

Responsibilities

• VoC analytics and governance across CSAT, DSAT, and NPS.
• Own and optimize core CX metrics (CSAT, DSAT, NPS, CES).
• Design and deploy contextual feedback loops across web, app, showroom, and workshop.
• Perform root-cause analyses (5-Why) on DSAT trends to set priorities.
• Maintain customer journey maps and service blueprints linking retail with CRM/ERP/telemetry.
• Lead CAPA meetings to resolve systemic failures.
• Design glitch protocols and recovery scripts to protect brand during outages.
• Drive strategic CX initiatives and frontline enablement.
• Prototype high-impact CX touchpoints like onboarding rituals.
• Manage automated triggers to keep communications warm and helpful.
• Collaborate with on-the-job coaches to feed insights into store huddles.

Skills

VoC analytics

Service blueprinting

CAPA governance

CRM journeys

Tools

CRM systems

Job description

River is a design company building multi-utility products. Our flagship product River Indie #SUVofScooters, is designed to help you get things done. Engineered to be a dependable ally on your road to success.

We’re a 1000+ team headquartered in Bengaluru – backed by marquee international investors, with mobility-focused funds linked to Yamaha Motors, Al-Futtaim Automotive Group, Toyota VC, Trucks Venture Capital, Mitsui & Co. Ltd, Marubeni Ventures Inc., Lowercarbon Capital, and Maniv Mobility.

Key Responsibilities

• VoC Analytics & Sentiment Governance (CSAT / DSAT / NPS)


• Metric Ownership: Monitor and optimize core health metrics across all milestones: CSAT, DSAT, NPS, and CES


• Feedback Architecture: Deploy low-friction, contextual feedback loops across web, app, showroom, and workshop touchpoints


• Root-Cause Analysis: Run 5-Why diagnostics on DSAT trends, converting unstructured customer feedback into operational priorities


• Blueprint Management: Maintain master Customer Journey Maps and Service Blueprints, aligning front-stage retail with back-stage systems (CRM/ERP/Telemetry)


• Cross-Functional CAPA: Lead weekly and event-driven CAPA (Corrective Action) meetings to resolve systemic product and operational failures


• Glitch Protocol Design: Engineering proactive failure-recovery scripts (e.g., app pairing workarounds) to safeguard brand equity during operational glitches


• Strategic Initiatives & Frontline Enablement


• CX Innovation: Conceptualize and pilot high-impact touchpoints (e.g., hospitality delivery rituals, post-purchase onboarding)


• Communication Alignment: Oversee automated triggers (WhatsApp/SMS) to ensure communications feel warm and helpful rather than cold or robotic


• Training Feedback Loop: Partner with OJT Coaches to feed real-time customer insights into daily store huddles and frontline playbooks

Ideal Candidate

• Experience: 5–8 years in CX, Service Design, or Retail Strategy (EV/Automotive, Premium Retail, Consumer Tech)


• Core Skills: Mastery of VoC analytics, Service Blueprinting, CAPA governance, and CRM communication journeys


• Mindset: Highly analytical yet deeply empathetic; able to advocate for the customer while building trust with store operations and engineering teams