CX Designer

Fresh Club; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Fresh Club in Bengaluru seeks a CX Design leader to own customer delight programs across lifecycle, driving engagement, retention and loyalty at scale. You will design personalised experiences, influence product and growth roadmaps, and manage cross-functional projects end-to-end with a path to building and leading your own team.

Strong SQL, analytics and program management are essential, with prior quick commerce or high-growth D2C experience preferred.

Qualifications

• 5-8 years of experience owning and delivering customer delight, lifecycle, or loyalty programmes.
• Experience in quick commerce, e-commerce, or a high-growth D2C/consumer brand.
• Delight or personalisation projects with measurable impact on engagement, retention, or loyalty.
• SQL knowledge to independently query data.
• Strong customer journey analytics experience: cohort, funnel, lifecycle segmentation.
• Proven program management skills and excellent communication with senior stakeholders

Responsibilities

• Design and execute end-to-end delight initiatives driving engagement and loyalty.
• Maintain a prioritized pipeline of delight experiments with measurement.
• Build scalable delight programmes with repeatable playbooks.
• Develop personalisation frameworks across communications, recommendations and journeys.
• Own the analytical view of the customer lifecycle from acquisition to churn.
• Pull and analyse data, build cohorts, track health of delight initiatives.
• Translate journey analytics into prioritized opportunities for intervention.
• Define and track lifecycle metrics and reporting cadence.
• Drive cross-functional projects across Product, Tech, Marketing and Operations.
• Influence without authority through data, clarity and relationships.
• Synthesize customer signals into actionable insights; advocate for the customer in roadmaps.

Skills

SQL

Customer journey analytics

Program management

Stakeholder management

Communication

Tools

FreshDesk

MoEngage

CleverTap

Superset

Looker

Amplitude

Job description

CX Design Role Overview:

This is a high-ownership role for someone who has built and run customer design programmes that move the needle on engagement, retention, and loyalty. You will own the strategy and execution of CX initiatives across the customer lifecycle u2014 designing personalised experiences at scale, influencing the product and growth roadmap, and driving complex cross-functional projects to completion.

You will spend your time building experiences that create lasting customer love and not just resolving day-to-day issues. As the function grows, there is a natural path to building and leading your own team.

What Youll Own:

Customer Delight Projects u2014 Engagement, Retention & Loyalty

• Design and execute end-to-end delight initiatives that drive measurable impact on customer engagement, repeat purchase, and loyalty u2014 milestone moments, personalised outreach, loyalty touchpoints, and post-purchase experiences.
• Maintain a prioritised pipeline of delight experiments, owning each from concept through measurement
• Build scalable delight programmes that go beyond one-off gestures u2014 think systems and repeatable playbooks
• Develop personalisation frameworks that make every customer feel like it was built for them u2014 across communication, recommendations, and key journey moments

Customer Journey Analytics & Lifecycle Management

• Own the analytical view of the customer lifecycle u2014 from acquisition through churn u2014 identifying where customers drop off, disengage, or have unmet expectations
• Use the right tools to independently pull and analyse customer data, build cohort analyses, and track the health of delight initiatives
• Translate journey analytics into clear, prioritised opportunities for intervention
• Define and track lifecycle-stage-specific metrics (activation, onboarding, engagement, retention, win-back) and own the reporting cadence

Program Management

• Drive cross-functional projects across Product, Tech, Marketing and Operations u2014 owning timelines, dependencies, and stakeholder alignment end to end
• Influence without authority u2014 bring teams along through data, clarity, and strong relationships

Voice of the Customer

• Synthesise signals from surveys, reviews, behavioural data, and qualitative research into actionable insights
• Be the internal champion of the customer in every roadmap and business discussion

What Were Looking For

Must-Have

• 5u20138 years of experience, with a strong track record of owning and delivering customer delight, lifecycle, or loyalty programmes
• Prior experience in quick commerce, e-commerce, or a high-growth D2C/consumer brand.
• Demonstrable examples of delight or personalisation projects that drove measurable impact on engagement, retention, or loyalty metrics
• Knowledge of SQL u2014 you can independently query data without depending on a data analyst for every question
• Strong customer journey analytics experience u2014 comfortable with cohort analysis, funnel analysis, and lifecycle segmentation
• Proven program management skills u2014 you have run complex, multi-stakeholder projects and Excellent communication and stakeholder management skills u2014 comfortable presenting to the CEO.

Good to Have

• Experience with CRM or customer engagement platforms such as FreshDesk, MoEngage, CleverTap or similar
• Familiarity with analytics tools like Superset, Looker, or Amplitude
• Background in product management, growth, or customer success
• Experience designing or running NPS/CSAT measurement and VoC programmes

You Are the Right Fit If...

You have built CX design programmes from scratch and can point to the retention or engagement metrics that moved as a result

You are as comfortable writing a SQL query as you are presenting a business case to leadership

You know how to get five teams aligned on a shared goal without any direct authority over any of them

You think in customer lifecycles, not individual interactions

You take high ownership and do not wait to be told what to do next

You thrive on turning ambiguous opportunities into structured, measurable projects