Manager, Customer Experience and Insights

noon; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

A leading digital services company in Gurugram is seeking a Manager, Customer Experience and Insights to lead initiatives aimed at enhancing customer satisfaction and loyalty. The ideal candidate will have at least 5 years of experience, strong analytical and problem-solving capabilities, and a solid understanding of user-centric design principles. This role involves overseeing customer experience programs and monitoring key customer insights to drive improvement across various touchpoints in the journey.

Qualifications

• Minimum of 5+ years in a customer experience role.
• Experience in large-scale eCommerce, quick commerce or start-ups environments is preferred.
• Strong analytical skills and ability to drive satisfaction and loyalty.

Responsibilities

• Drive NPS for a business unit end to end.
• Champion a user-centric design approach.
• Act as the 'voice of the customer' for journey mapping.
• Spearhead insights through critical analytical thinking.
• Oversee customer experience programs for satisfaction and loyalty.
• Implement customer service policies for exceptional delivery.

Skills

Customer experience principles

Analytical skills

Communication skills

Problem-solving skills

User-centric design

Education

Graduate or Postgraduate from a Tier 1 College

Tools

SQL

Excel

BI tools

Job description

Job Title: Manager, Customer Experience and Insights

Location: Gurugram, India

Reporting To: VP, Customer Support

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Manager, Customer Experience and Insights who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

We are looking for a manager to lead customer experience measurement and improvement initiatives for our both traditional and quick commerce business. The role will be responsible for tracking, analyzing, and improving customer satisfaction and loyalty metrics, especially NPS, across the entire customer journey—from ordering to delivery to returns/refunds.

The ideal candidate will combine customer analytics, operational understanding, and cross-functional collaboration to drive measurable improvements in customer experience.

Responsibilities:

1.Drive NPS for a BU end to end

• Take ownership of loyalty metrics across all noon touchpoints
• Design and execute transactional and relationship NPS surveys across the customer journey.
• Monitor, analyze and identify operational gaps to report on NPS metrics.
• Proactively identify CX metric trends (with a deep understanding of NPS framework) to prevent or detect customer impacting issues. Collaborate with relevant teams for improvements.
• Implement strategies to improve metrics, fostering stronger customer relationships and brand advocacy.

2.UI Experience

• Champion a user-centric design approach, ensuring that user needs, preferences, and behaviors drive the design process. Conduct user research, gather insights, and translate them into effective user experiences.

3.Customer Journey Mapping

• Act as the 'voice of the customer,' identifying impediments to the customer experience across various touchpoints and journey maps.

4.Insights

• Spearhead high proficiency in deriving critical insights through advanced analytical thinking (integrating data from internal and external sources, using primary and secondary research to understand factors influencing consumer behavior).
• Stay updated on the latest trends, best practices, and emerging technologies in the field. Bring innovative ideas and approaches to the table, pushing the boundaries of user experience.
• Present findings and recommendations to leadership and relevant teams for informed decision-making.

5.Program Management

• Oversee and manage customer experience programs to enhance satisfaction and loyalty. Develop and execute initiatives to improve the overall customer journey, covering platform, delivery, support, and retention strategies.

6.Customer Support

• Understand inbound and escalation channels to develop and implement customer service policies for consistent and exceptional service delivery.

What you'll need:

Qualifications

• Graduate or Postgraduate from a Tier 1 College
• Minimum of 5+ years in a customer experience role
• Skills experiences and behaviors
• Experience in large-scale eCommerce, quick commerce or start-ups environments is preferred
• Strong understanding of customer experience principles, strategies, and best practices.
• Proficient in analytical and problem-solving skills, capable of identifying root causes and developing tactical and strategic solutions.
• Demonstrated ability to drive satisfaction and loyalty in previous roles.
• Understanding of business strategy and consumer behavior
• Strong analytical skills (SQL / Excel / BI tools) is preferred along with power point presentations.
• Effective communication & Organizational skills

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.