Director - CX Transformation
Director - CX Transformation
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Job Description
Job Title: Director – Customer Experience (Process Improvement and Transformation)
Location: Gurgaon Haryana India
Work Mode: Work from Office (WFO) – Mandatory (All 5 Days)
Travel Requirement: Yes
Reporting To: Head of Customer Experience
Role Overview
The Director – Customer Experience (Process Improvement and Transformation) will be responsible for leading strategic initiatives to enhance customer experience by analyzing redesigning and implementing processes that reflect IndiGo’s commitment to delivering a courteous seamless travel experience. This position is integral to supporting the airline’s growth strategy across new domestic and international markets.
Key Responsibilities
1. Strategic Planning
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Design and implement scalable customer experience frameworks to support IndiGo’s regional and international expansion.
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Ensure consistent and highquality service delivery across all markets.
2. Process Improvement
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Identify opportunities for enhancing the customer journey using datadriven insights.
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Lead crossfunctional teams in implementing costeffective and qualityenhancing process improvements.
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Drive automation across customer experience processes to boost efficiency and scalability.
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Execute change management strategies to ensure seamless adoption of new technologies and processes across diverse markets.
3. Transformation Initiatives
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Spearhead transformation projects to improve customer experience through innovative service models and emerging technologies.
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Partner with IT and digital teams to embed customercentric solutions that increase engagement and satisfaction.
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Champion process reengineering to optimize workflows and meet evolving customer expectations.
4. Performance Metrics
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Define monitor and evaluate key performance indicators (KPIs) related to customer satisfaction operational efficiency and service quality.
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Leverage customer feedback and analytics to drive continuous improvement.
5. Stakeholder Collaboration
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Collaborate closely with internal teams such as operations marketing and sales to ensure strategic alignment of customer experience initiatives.
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Liaise with external partners and industry forums to stay updated on global best practices and trends in customer experience management.
6. Leadership & Development
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Lead coach and mentor a highperforming customer experience team.
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Cultivate a culture of excellence agility and continuous innovation.
Qualifications
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Bachelor's degree in Business Administration Operations Management or a related field; Master’s degree preferred.
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Minimum 10 years of experience in customer experience management process improvement or transformation preferably in the aviation or hospitality industry.
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Demonstrated success in leading largescale transformation projects and driving change.
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Strong analytical skills with the ability to derive actionable insights from complex data.
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Excellent leadership communication and stakeholder management skills.
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Familiarity with Lean Six Sigma or other process improvement methodologies is advantageous.
Core Competencies
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Effective Communication
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CustomerCentric Mindset
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Analytical & Strategic Thinking
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Market Intelligence & Awareness of Global Best Practices
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Driving Process Innovation & Change
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Managing Remote & CrossFunctional Teams
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Emotional Intelligence & Conflict Resolution
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Coaching & Talent Development
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Performance & Stakeholder Management
Employment Type
Full Time
