Director – CEx

Excitel Broadband Private Ltd.; Gurgaon; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Excitel Broadband Private Ltd. in India seeks a Head of Customer Experience to champion the customer voice and bridge Excitel with its users.

You will lead end-to-end journeys, set CX roadmaps, and build scalable processes and high-performing teams to drive NPS, retention, and revenue growth through upsell and cross-sell strategies. The role emphasizes expertise in call center operations, lifecycle management, and omnichannel engagement, with a focus on transforming customer experiences via

Qualifications

• 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.

Responsibilities

• Design and implement CX strategy across all customer touchpoints and segments.
• Own and drive the overall CX strategy aligned with business goals.
• Improve NPS and customer satisfaction across lifecycle.
• Lead digital transformation and AI-driven omnichannel CX delivery.
• Drive retention, renewal, and upsell/cross-sell initiatives based on customer insights.
• Oversee social media and online reputation management and timely resolutions.
• Collaborate with Product, Sales, Technology, and Operations for a unified journey.
• Build dashboards and reporting for leadership visibility and decision-making.

Skills

Call Center Ops

Operational Excellence

Digital Transformation

AI-driven CX

NPS & CSAT

Lifecycle Retention

Upsell & Cross-sell

Social Media Mgmt

Cross-functional Collaboration

Data Analytics

Dashboard Reporting

Problem Solving

Communication Skills

Education

Post Graduate

B.E./B.Tech preferred

Job description

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.

Call Center Operations & Service Excellence

• 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.

Digital & AI-led Transformation

• 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.

Customer Lifecycle Management (Retention & Growth)

• 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.

Online Reputation & Social Media

• 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.

Cross-Functional Collaboration

• 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.

Data, Insights & Continuous Improvement

• 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.

Key Skills & Competencies

• 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

Qualifications & Experience

• 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