Domain Expert - Customer Experience Transformation

Kaairo; Mumbai; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Kaairo in Mumbai is seeking a Domain Expert in Customer Experience Transformation with 7-8 years in the automotive sector. The role combines conceptualisation with hands-on execution to drive CX improvements across journeys, sales, and aftersales.

You will partner with internal teams, dealers and implementation partners to map journeys, optimize processes, and enhance digital engagement. Immediate requirement for a practical, detail‑oriented professional who can engage stakeholders and deliver

Qualifications

• 7-8 years of experience in the automotive industry
• prefer exposure to passenger vehicle OEMs (e.g., Kia, MG Motors, Toyota)
• hands-on experience across conceptualisation and on-ground execution of CX initiatives
• practical, structured, detail‑oriented and able to engage with business stakeholders

Responsibilities

• Conceptualise and execute customer experience transformation initiatives
• Define and map customer journeys and improve sales/service processes
• Collaborate with internal teams, dealers, frontline users and implementation partners to drive execution
• Engage stakeholders and manage end-to-end CX improvements including digital engagement and feedback loops

Skills

CX mapping

CX execution

stakeholder engagement

process optimization

Job description

Domain Expert - Customer Experience Transformation

₹25-35 LPA - Mid-Level Full-time Automobile - Mumbai - Posted 1 month ago

We are looking for a Domain Expert in Customer Experience Transformation for a leading automotive organisation.

The ideal candidate should have around 7-8 years of experience in the automotive industry, preferably with exposure to passenger vehicle OEMs. Candidates from organisations such as Kia, MG Motors, Toyota, or similar automotive brands will be preferred.

This role is suited for someone who has worked across both conceptualisation and on-ground execution of customer experience transformation initiatives. The candidate should be able to understand business problems, define customer journey improvements, and also work closely with internal teams, dealers, frontline users, and implementation partners to drive execution.

The role requires hands-on experience in areas such as customer journey mapping, sales and service process improvement, dealer operations, CRM adoption, lead management, complaint handling, aftersales experience, customer feedback, and digital customer engagement.

The candidate should not be too senior or removed from execution. We are looking for someone who is practical, structured, and comfortable getting into details on the ground while also being able to engage with business stakeholders.

This is an immediate requirement.

• Experience: 7-8 years preferred
• Compensation: ₹25-35 LPA
• Preferred Industry: Automotive / Passenger Vehicles
• Preferred Companies: Kia, MG Motors, Toyota, or similar OEMs
• Role: Domain Expert - Customer Experience Transformation
• Working Hours: Full-time
• Location: Mumbai
• Contract: Mid-Level