Senior Executive Customer Experience (CX)

DTDC Express Limited; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

DTDC Express Limited in Mumbai invites a Senior Executive Customer Experience Excellence to drive strategic CX initiatives across express and e-commerce operations, supporting the CX leader with program governance, analytics, and transformation projects.

The role emphasizes cross-functional collaboration with Operations, Tech, Finance, and Product, plus hands-on dashboards in Tableau/Power BI and advanced Excel to track KPIs.

Qualifications

• 2+ years of experience in Program / Project / Strategic Operations Management.
• Graduate in Engineering, Business Administration, or related discipline (MBA preferred).
• Prior experience in E-commerce Logistics / Express Parcel / Supply Chain domain preferred.

Responsibilities

• Drive cross-functional programs that enhance delivery performance and customer satisfaction.
• Translate leadership priorities into program charters with KPIs, timelines and ownership.
• Ensure effective program governance through dashboards and leadership updates.
• Identify bottlenecks and lead cross-functional problem solving with data-backed insights.
• Lead initiatives across First Mile, Mid Mile, and Last Mile delivery performance.

Skills

Program management

Data analysis

Stakeholder management

Dashboards & reporting

Cross-functional collaboration

Education

Bachelor's degree in Engineering / MBA preferred

Tools

Tableau

Power BI

Excel

Job description

Designation - Senior Executive Customer Experience (CX) Excellence

Location – Mumbai Sakinaka Office

About the Role: The Senior Executive Customer Experience Excellence will play a pivotal role in driving DTDC’s strategic initiatives across all businesses. The incumbent will assist the CX leader in day-to-day program management, governance, and execution of key transformation projects spanning customer experience, delivery excellence, automation, and operational efficiency. This role requires a strong combination of analytical rigor, stakeholder alignment, execution discipline, and a deep understanding of logistics, express and e-commerce operations.

Key Responsibilities

• Strategic Program Leadership:
  • Drive cross-functional programs that enhance delivery performance, customer satisfaction, and network efficiency.
  • Translate business priorities from leadership into structured program charters with clear KPIs, timelines, and ownership.
  • Ensure effective program governance through regular reviews, dashboards, and leadership updates.
  • Identify operational bottlenecks and lead cross-functional problem‑solving with data‑backed insights.
• Operational Excellence & Transformation:
  • Lead initiatives focused on improving First Mile, Mid Mile, and Last Mile delivery performance.
  • Partner with Technology teams to conceptualize and implement digital solutions (e.g., dynamic NDR, auto‑RTO, proactive dashboards).
  • Drive data‑backed decision‑making using tools like Tableau, Power BI, and advanced Excel.
  • Benchmark DTDC’s operational practices against industry leaders (e.g., Delhivery, Ecom Express) to identify best practices.
  • Work closely with cross‑functional teams including Operations, CX, Product, Finance, and Tech to ensure end‑to‑end alignment.
• Key Skills & Competencies:
  • Proven experience in program or project management within logistics, express, or e-commerce domains.
  • Strong data analysis and problem‑solving capabilities.
  • Excellent communication, presentation, and stakeholder management skills.
  • Hands‑on with program dashboards, Excel models, and reporting frameworks.
  • High ownership mindset and ability to work under tight timelines with cross‑functional teams.

Educational & Experience Requirements

• Graduate in Engineering, Business Administration, or related discipline (MBA preferred).
• 2+ years of experience in Program / Project / Strategic Operations Management.
• Prior experience in E‑commerce Logistics / Express Parcel / Supply Chain domain preferred.