Cx Strategist Cochin Trivandrum Chennai Bangalore

Job Role:CX Strategist

Experience: 15years

Job type: Fulltime Permanent

Work Location: Cochin / Trivandrum / Chennai / Bangalore

Candidate with IT background From Consulting domain.

Role Summary

The Experience (CX) Strategist will lead the Design practice shaping CX strategy design excellence and commercial impact. The role will connect CX improvements with business outcomes through measurable metrics (OKRs/KPIs) and value-based prioritization. This is a leadership role combining domain depth design strategy team building and client influence across airlines airports hotels OTAs and loyalty platforms.

Key Responsibilities

Practice & Strategy

Define the CX and Design vision offerings and POVs for Travel & Hospitality.

Build industry-specific frameworks for end-to-end journeys (search booking servicing loyalty disruptions).

Drive design maturity across digital service and omnichannel experiences.

Own design practice roadmap capability gaps and investment priorities.

Establish CX value frameworks to prioritize improvements by impact and ROI (CX Value).

Map service ecosystems and service flows to show how customer journeys are delivered across client teams and external partners supported by processes and systems.

Client & Growth

Partner with Sales and Account leaders on pitches RFPs and large transformations.

Lead CX narratives storytelling and solutioning for airline hospitality and travel-tech clients.

Support account mining cross-sell and expansion through CX-led value creation.

Strengthen pitch-to-win conversion through structured storytelling solutioning and executive-ready narratives.

Build trusted client relationships and extend engagements through delivery excellence and measurable impact.

Delivery & Quality

Provide senior design oversight across key engagements.

Ensure high standards in research service design interaction design and design systems.

Translate customer insights into measurable business outcomes (conversion NPS loyalty cost-to-serve).

Define success metrics and measurable OKRs/KPIs aligned to business goals and track outcomes post-implementation.

Lead qualitative and quantitative research and translate insights into clear actions across teams.

Document target journeys and service blueprints across customer touchpoints and delivery teams/partners supported by processes and systems.

Identify friction points with direct impact on customer drop-off cost satisfaction and loyalty and prioritize improvements based on ROI.

Generate business cases that connect CX improvements to business KPIs and support decision-making for investments.

Lead experience transformation through scalable frameworks design systems direction and cross-functional alignment with Product and Engineering.

People & Practice Building

Build mentor and scale a multi-disciplinary design team (research UX service design visual).

Set capability development plans.

Foster a strong design culture grounded in craft rigor and impact.

Strengthen team standards ways of working and design leadership across accounts and distributed teams.

Thought Leadership

Produce POVs blogs frameworks and case studies focused on Travel & Hospitality CX.

Represent the organization in client forums industry events and internal communities.

Build credibility for the practice through repeatable frameworks POVs and a proven track record.

Required Experience

15 years in CX / UX / Experience Design including leadership responsibilities.

Proven experience building and leading design teams.

Expertise in service design journey orchestration and complex ecosystems.

Experience working with global enterprise clients and distributed teams.

Excellent storytelling facilitation and stakeholder influence skills.

Ability to connect customer insights to business KPIs and measurable outcomes.

Preferred

Background in loyalty programs disruptions & recovery journeys or personalization.

Travel & Hospitality domain exposure (airlines loyalty airports hotels OTAs travel platforms).

Experience with regulated or operationally complex environments (airlines aviation payments).

Certifications in UX / HCI (CUA HFI IxDF etc.).

Required Skills:

Experience DesignCXStrategistService Design