Manager - CX Digital & Mobile App Experience

IndiGo; Gurgaon; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

IndiGo, India's largest airline, is hiring for a role that owns and drives customer experience outcomes across IndiGo’s digital platforms, with a focus on the mobile app and self-service journeys. The incumbent will collaborate with CX, Product, Technology, and Operations teams to ensure seamless, customer-centric experiences, especially during releases and disruptions.

The ideal candidate has 6–10 years in Digital CX or Product CX, hands-on mobile app experience, and a graduate degree.

Qualifications

• Graduate degree in any discipline.
• 6–10 years of Digital CX or Product CX experience.
• Hands-on exposure to mobile app ecosystems.

Responsibilities

• Own end-to-end CX across mobile app and digital channels.
• Track and improve NPS, CES, containment and deflection.
• Be CX single point of contact for app enhancements and defects.
• Collaborate with Digital, Product and Tech on features and fixes.
• Lead UAT, scenario validation, defect sign-off, CX readiness.
• Ensure CX requirements are embedded early in product design.

Skills

Digital CX

Mobile app

CX ownership

Stakeholder mgmt

Education

Graduate degree

Job description

Gurgaon 1 st May 26

IndiGo is India's largest and most preferred passenger airline and amongst the fastest-growing airlines in the world. We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

Job Summary

The role is responsible for owning and driving customer experience outcomes across IndiGo’s digital platforms, with a primary focus on the mobile app and digital self‑service journeys. The incumbent will work closely with CX, Product, Technology, and Operations teams to ensure seamless, stable, and customer‑centric digital experiences, especially during releases and disruption scenarios.

Key Responsibilities

Digital CX Ownership

• Own end‑to‑end customer experience performance across mobile app and digital channels covering pre‑travel, booking, manage booking, disruptions, and post‑travel journeys.
• Track and improve digital NPS, CES, containment, and deflection metrics.
• Act as the CX single point of contact for mobile app enhancements, issues, and defect prioritization.
• Partner with Digital/Product and Technology teams on feature enhancements and defect resolution.
• Lead and support UAT activities, scenario validation, defect sign‑off, and CX readiness.
• Participate in pre‑release sign‑offs and post‑release monitoring.
• Ensure CX requirements are embedded early in product design.

Disruption & Communication Experience

• Support digital journeys during IRROPS, schedule changes, and large‑scale disruptions.
• Validate customer communication across app, WhatsApp, email, and notifications.
• Ensure communications are clear, consistent, and reduce customer anxiety.

Stakeholder Management

• Liaise with Contact Center, Digital, Product, Technology, Operations, and Commercial teams.
• Support leadership with CX insights, dashboards, and business cases.

Analytics & Insights

• Analyze customer feedback, app reviews, NPS verbatims, and complaints.
• Convert insights into actionable improvements.

Functional Skills

• Strong understanding of digital CX and mobile app journeys.
• Experience working with product, tech, and agile teams.
• Knowledge of NPS, CES, containment, and deflection metrics.

Behavioral Skills

• High ownership and bias for action.
• Ability to work in fast‑paced environments.

Education & Qualifications

• Graduate degree in any discipline (mandatory).

Experience Requirements

• 6–10 years of experience in Digital CX / Product CX roles.
• Hands‑on exposure to mobile app ecosystems mandatory.

Success Measures

• Improvement in digital NPS and CES.
• Stable CX‑led app releases.

Additional information

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’

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