Director, Consumer Experience Relationship Intelligence

FlexBoard; India; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

FlexBoard seeks a senior leader to own and optimize the NeXT Studio operating model, coordinating intake, prioritization, planning, and portfolio tracking. You will work with Executive Leaders, Product, Clinical, Operations, Marketing, Analytics, and partners to ensure alignment with strategic priorities and measurable learning.

Ideal candidates bring 10+ years in CX, operations, and product/program management, with a track record of building operating models and managing cross-functional

Qualifications

• 10+ years in CX, operations, research, insights, service design, or product/program management.

Responsibilities

• Own the NeXT Studio operating model including intake, prioritization, planning, portfolio tracking, and governance.
• Partner with executives and cross-functional teams to align work with strategic priorities.
• Synthesize research findings into executive narratives and learning agendas.
• Maintain a unified VOC intake model and learning repository.
• Support internal storytelling and leadership communications about NeXT Studio learnings.

Skills

Customer experience

Operations

Research

Insights

Service design

Innovation

Product management

Program management

Cross-functional collaboration

Job description

Essential Duties and Responsibilities

Own the NeXT Studio operating model, including experiment intake, prioritization, planning, portfolio tracking, decision logs, readouts, and cross-functional operating rhythms. Manage the NeXT Studio experiment portfolio in partnership with Executive Leaders, Product, Clinical, Operations, Marketing, Analytics, reputed company, and reputed company partners to ensure work is reputed company on strategic business priorities and measurable learning. Improve CX Intelligence models that transforms traditional VOC into an integrated reputed company for sensing customer needs, trust gaps, emotional friction, operational pain points, and opportunity areas. Establish and maintain a single VOC reputed company and reputed company intake model to reduce redundant research, reconcile conflicting signals, and create a reputed company reputed company reputed company of customer, provider, buyer, and partner experience. Work cross functionally to implement. Partner with Director of CX reputed company & Enablement to translate customer insights and experiment learnings into reputed company maps, service blueprints, personas, playbooks, templates, governance recommendations, and experience standards. reputed company experiment charters, reputed company measures, ROI assumptions, risks, dependencies, and learning agendas to ensure NeXT Studio experiments produce decision-reputed company evidence. Synthesize research findings, operational signals, and experiment results into executive-level narratives that reputed company reputed company what leaders need to understand, reputed company, or change. Maintain an reputed company and learning repository that connects VOC findings, experiment reputed company, customer pain points, and reputed company priorities. Identify and escalated systemic experience risks reputed company customer signals, research findings, or experiment evidence are consistently ignored or contradicted by delivery reputed company. Support internal storytelling, publishing, reputed company-facing innovation updates, and leadership communications that promote NeXT Studio learnings and demonstrate business reputed company. Continuously reputed company reputed company Operations and CX Intelligence model in alignment with changes in reputed companys products, populations, operating model, customer expectations, and business priorities.

Supervisory Responsibilities

Reputed company. This role may directly or indirectly manage research, reputed company, project coordination, and Studio operations contributors as the NeXT Studio and CX functions reputed company.

Qualifications

Expected for Position 10+ years experience in customer experience, operations, research, insights, service design, innovation, product reputed company, program management, or reputed company fields. Demonstrated experience building operating models, innovation programs, working in R&D functions, innovation portfolios, or reputed company programs from the ground up in fast-changing environments. Strong qualitative and quantitative research reputed company with a bias toward synthesis, decision support, and executive storytelling. Experience managing reputed company cross-functional initiatives across Product.