Director - CX Transformation

r3 Consultant; Gurugram District; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

A leading staffing and recruiting company is hiring a Director for Customer Experience in Gurugram, India. The role involves leading strategic initiatives to enhance customer experience through process improvement and transformation. The ideal candidate has over ten years of experience in customer experience management, strong analytical skills, and a proven track record in leading transformation projects. This full-time position emphasizes significant leadership responsibilities and team development.

Qualifications

• Minimum 10 years of experience in customer experience management.
• Demonstrated success in leading transformation projects.
• Strong analytical skills with the ability to derive actionable insights.
• Strong analytical skills with the ability to derive actionable insights from complex data.
• Excellent leadership, communication, and stakeholder management skills.
• Familiarity with Lean, Six Sigma, or other process improvement methodologies is advantageous.

Responsibilities

• Lead strategic initiatives to enhance customer experience.
• Design and implement scalable customer experience frameworks.
• Identify opportunities for enhancing the customer journey.
• Process Improvement: Identify opportunities using data-driven insights.
• Lead cross-functional teams to implement cost-effective process improvements.
• Drive automation across CX processes to boost efficiency and scalability.
• Execute change management strategies for new technologies and processes.
• Transformation Initiatives: Lead transformation projects to improve CX with innovative service models and tech.
• Partner with IT and digital teams to embed customer-centric solutions.
• Champion process reengineering to optimize workflows and meet evolving expectations.
• Performance Metrics: Define and monitor KPIs related to CX, efficiency, and service quality.
• Leverage feedback and analytics for continuous improvement.
• Stakeholder Collaboration: Work with operations, marketing, and sales for alignment.
• Liaise with external partners and forums on global best practices.

Skills

Leadership

Analytical skills

Stakeholder management

Communication

Education

Bachelor’s degree in Business Administration

Master’s degree preferred

Tools

Lean

Six Sigma

Job description

Job Title

Director – Customer Experience (Process Improvement and Transformation)

Location

Gurgaon, Haryana, India

Work Mode

Work from Office (WFO) – Mandatory (All 5 Days)

Travel Requirement

Yes

Reporting To

Head of Customer Experience

Role Overview

The Director – Customer Experience (Process Improvement and Transformation) will be responsible for leading strategic initiatives to enhance customer experience by analyzing, redesigning, and implementing processes that reflect IndiGo’s commitment to delivering a courteous, seamless travel experience. This position is integral to supporting the airline’s growth strategy across new domestic and international markets.

Key Responsibilities

• Strategic Planning


• Design and implement scalable customer experience frameworks to support IndiGo’s regional and international expansion.


• Ensure consistent and high-quality service delivery across all markets.


• Process Improvement


• Identify opportunities for enhancing the customer journey using data‑driven insights.


• Lead cross‑functional teams in implementing cost‑effective and quality‑enhancing process improvements.


• Drive automation across customer experience processes to boost efficiency and scalability.


• Execute change management strategies to ensure seamless adoption of new technologies and processes across diverse markets.


• Transformation Initiatives


• Spearhead transformation projects to improve customer experience through innovative service models and emerging technologies.


• Partner with IT and digital teams to embed customer‑centric solutions that increase engagement and satisfaction.


• Champion process reengineering to optimize workflows and meet evolving customer expectations.


• Performance Metrics


• Define, monitor, and evaluate key performance indicators (KPIs) related to customer satisfaction, operational efficiency, and service quality.


• Leverage customer feedback and analytics to drive continuous improvement.


• Stakeholder Collaboration


• Collaborate closely with internal teams such as operations, marketing, and sales to ensure strategic alignment of customer experience initiatives.


• Liaise with external partners and industry forums to stay updated on global best practices and trends in customer experience management.


• Leadership & Development


• Lead, coach, and mentor a high-performing customer experience team.


• Cultivate a culture of excellence, agility, and continuous innovation.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.


• Minimum 10 years of experience in customer experience management, process improvement, or transformation, preferably in the aviation or hospitality industry.


• Demonstrated success in leading large‑scale transformation projects and driving change.


• Strong analytical skills with the ability to derive actionable insights from complex data.


• Excellent leadership, communication, and stakeholder management skills.


• Familiarity with Lean, Six Sigma, or other process improvement methodologies is advantageous.

Core Competencies

• Effective Communication


• Customer-Centric Mindset


• Analytical & Strategic Thinking


• Market Intelligence & Awareness of Global Best Practices


• Driving Process Innovation & Change


• Managing Remote & Cross-Functional Teams


• Emotional Intelligence & Conflict Resolution


• Coaching & Talent Development


• Performance & Stakeholder Management

Seniority Level

Director

Employment Type

Full-time

Job Function

Business Development and Sales

Industry

Staffing and Recruiting

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