Head of Customer Experience

Talks About People HR Solutions; Bengaluru; On-site; INR 4,200,000 - 7,000,000; Full time

Job summary

Talks About People HR Solutions is seeking a strategic Customer Experience (CX) & Analytics Leader to drive data-driven transformation across a premium luxury retail environment. The role focuses on aligning CX strategy with business outcomes through advanced analytics, journey optimization and continuous improvement.

The ideal candidate brings 15–20 years in CX, insights and analytics, strong executive communication, and hands-on skills in SQL and BI tools to deliver measurable results.

Qualifications

• 15–20 years of experience in CX, customer insights, analytics or related fields.
• Strong CX transformation experience and analytics-led decision making.
• Hands-on SQL, BI tools, CRM, and data governance knowledge.
• Excellent executive communication, stakeholder management, and leadership abilities.
• Experience in Hospitality, Aviation, Airlines, Retail or premium/luxury environments preferred.
• MBA/Analytics or related postgraduate qualification preferred.

Responsibilities

• Develop and execute the CX strategy aligned with business objectives and customer expectations.
• Lead end-to-end customer journey mapping across digital and physical touchpoints.
• Build CX analytics and customer insights initiatives from data sources.
• Drive VoC programs via surveys, contact centers, digital channels and social platforms.
• Own CX metrics including NPS, CSAT, CES, retention and churn.
• Create executive dashboards/reports using Power BI, Tableau, Looker or similar tools.
• Leverage predictive analytics, AI/ML and customer segmentation for growth.
• Collaborate with Marketing, Sales, Operations, Product, IT and Customer Service to implement CX improvements.
• Present data-driven insights and business cases to senior leadership.
• Advance operational excellence through Lean, Six Sigma, design thinking and automation.

Skills

CX strategy

Journey mapping

VoC programs

Analytics leadership

Executive communication

Data-driven decision making

SQL

BI tools

Education

MBA / Analytics / Business postgraduate

Tools

Power BI

Tableau

Looker

CRM

SQL

Job description

Hiring Alert | Customer Experience (CX) & Analytics Leader

CTC: Up to ₹70 LPA (Overall)**

Industry: Premium Luxury Brand | Luxury Retail | Luxury Lifestyle | Non-Apparel

We are looking for a strategic Customer Experience (CX) & Analytics Leader to drive customer-centric transformation through advanced analytics, customer insights, journey optimization and continuous improvement.

This is a senior leadership opportunity for professionals who can connect CX strategy with data, technology and measurable business outcomes across a premium luxury retail environment.

Key Responsibilities

• Develop and execute the CX strategy aligned with business objectives and customer expectations.
• Lead end-to-end customer journey mapping and optimization across digital and physical touchpoints.
• Build and lead CX Analytics & Customer Insights initiatives using customer, operational and business data.
• Drive Voice of Customer (VoC) programs across surveys, contact centers, digital channels and social platforms.
• Own key CX metrics including NPS, CSAT, CES, retention, churn, CLV, FCR and SLA performance.
• Build executive dashboards and reports using Power BI, Tableau, Looker or similar BI platforms.
• Leverage predictive analytics, AI/ML and customer segmentation to identify growth and personalization opportunities.
• Partner with Marketing, Sales, Operations, Product, Digital, IT and Customer Service teams to deliver CX improvements.
• Present data-driven insights, business cases and recommendations to senior leadership.
• Drive operational excellence through Lean, Six Sigma, Design Thinking, automation and process optimization.

Ideal Candidate

15–20 years of experience in Customer Experience, Customer Insights, Business Analytics, Strategy or related functions.

Strong experience in CX transformation and analytics-led decision making.

Hands‑on understanding of SQL, BI tools, CRM, customer segmentation and data governance.

Strong executive communication, stakeholder management and team leadership skills.

Experience in Hospitality, Aviation, Airlines, Retail or premium/luxury environments is preferred.

MBA, Analytics, Business or related postgraduate qualification preferred.

Relevant Profiles: CX Leader | Customer Experience Head | Customer Analytics Leader | Customer Insights Head | CX Transformation Leader | Customer Strategy Head