General Manager

ideaForge; Navi Mumbai; On-site; INR 4,000,000 - 11,000,000; Full time

Job summary

ideaForge in Navi Mumbai seeks a senior CX/UX leader to define and drive the end-to-end customer experience vision. The role will build and mentor multidisciplinary teams across UX, research, design, and engineering, embedding customer insight into product development and establishing design governance and systems.

You will translate insights into actionable product requirements, partner with Product and Engineering for traceability, and lead AI-enabled CX initiatives, measuring success with

Qualifications

• 10–15+ years of experience in UX, CX, Product Design, Service Design, Design Systems, or Experience Leadership.
• Proven experience leading multidisciplinary teams and cross-functional product development.
• Strong exposure to hardware–software, robotics, UAV, automotive, industrial tech, aerospace/defence, or mission-critical products preferred.
• Strong expertise in UX research, usability, service design, design governance, design operations, and Agile/Lean methodologies.
• Experience in AI-assisted design/research and human–AI interaction.
• Bachelor’s degree required; Master’s in Design, HCI, Engineering, Product Design, Psychology, or related fields preferred.

Responsibilities

• Define and drive the end-to-end CX/UX vision, strategy, and governance across customer touchpoints.
• Build, hire, mentor, and scale UX/CX, research, industrial/product design, and engineering talent.
• Embed customer research, usability, journey mapping, and CX acceptance criteria into the product development process.
• Establish and govern design systems, experience standards, design QA, and approval processes.
• Translate customer insights into product requirements, design decisions, and measurable experience improvements.
• Partner with Product and Engineering to ensure PRD–XRD–Engineering Requirements traceability and experience quality.
• Drive AI-enabled CX transformation across research, design, analytics, documentation, support, and prototyping.
• Establish CX metrics such as customer effort, support contacts, rework, adoption, usability, and design-system compliance.
• Develop CX capability through career paths, competency frameworks, coaching, succession planning, and continuous upskilling.

Skills

UX leadership

Product design

Design systems

UX research

Agile/Lean

Human-AI interaction

Cross-functional leadership

Mentoring & coaching

Education

Bachelor’s degree

Master’s degree in Design / HCI / Engineering

Job description

• Define and drive the end-to-end CX/UX vision, strategy, and governance across customer touchpoints.
• Build, hire, mentor, and scale UX/CX, research, industrial/product design, and engineering talent.
• Embed customer research, usability, journey mapping, and CX acceptance criteria into the product development process.
• Establish and govern design systems, experience standards, design QA, and approval processes.
• Translate customer insights into product requirements, design decisions, and measurable experience improvements.
• Partner with Product and Engineering to ensure PRD–XRD–Engineering Requirements traceability and experience quality.
• Drive AI-enabled CX transformation across research, design, analytics, documentation, support, and prototyping.
• Establish CX metrics such as customer effort, support contacts, rework, adoption, usability, and design-system compliance.
• Develop CX capability through career paths, competency frameworks, coaching, succession planning, and continuous upskilling.

Ideal Profile

• 10–15+ years of experience in UX, CX, Product Design, Service Design, Design Systems, or Experience Leadership.
• Proven experience leading multidisciplinary teams and cross-functional product development.
• Strong exposure to hardware-software, robotics, UAV, automotive, industrial technology, aerospace/defence, or mission-critical products preferred.
• Strong expertise in UX research, usability, service design, design governance, design operations, and Agile/Lean methodologies.
• Experience in AI-assisted design/research and human-AI interaction.
• Bachelor’s degree required; Master’s in Design, HCI, Engineering, Product Design, Psychology, or related fields preferred.