Position Title: Manager Customer Experience
Department: Marketing
Location: Noida
Experience Required: 5+ yrs
Industry Preference: Diagnostic / Healthcare / E-commerce / Service led
Education: Bachelor's degree, MBA preferred
About Us
Redcliffe Labs is India's fastest growing omnichannel Pan India diagnostics service provider having its services in 220+ cities through a network of 80+ owned advanced labs and 2000+ Collection Centres powered by home sample collection across India. We are on a mission to provide quality healthcare services at affordable rates making diagnostics easily accessible and convenient to one and all.
Role Summary
The Customer Experience Manager / Senior Manager will be responsible for designing, tracking, and enhancing the entire customer journey across all touchpoints. The role requires a customer-obsessed professional who can identify service gaps, drive experience improvement initiatives, collaborate with cross-functional teams, and champion a customer-first culture across the organization.
Key Responsibilities
Customer Journey & Experience Management
- Map and monitor the end-to-end customer journey across digital, physical, and service channels.
- Ensure all customer interactions meet defined quality, accuracy, and service standards.
- Identify experience gaps at touchpoints such as online booking, call center, home collection, lab visits, and report delivery.
CX Insights, Feedback & Analytics
- Design and manage customer feedback mechanisms (NPS, CSAT, CES, surveys, digital listening tools, etc.).
- Analyze customer behavior, feedback, and trends to draw actionable insights.
- Track and report key CX KPIs including NPS, CSAT, CES, repeat usage, and complaint resolution time.
Service Improvement Initiatives
- Launch and lead initiatives aimed at reducing pain points and improving satisfaction.
- Collaborate with operations, tech, product, and marketing teams to drive experience enhancements.
- Build frameworks to ensure consistent service delivery across all channels.
Voice of Customer (VoC) Leadership
- Act as the internal advocate for the customer.
- Drive organizational awareness of customer issues, expectations, and improvement opportunities.
- Create customer-centric policies, guidelines, and communication frameworks.
Cross-functional Collaboration
- Work with operations teams to improve service delivery, TAT, and on-ground experience.
- Partner with technology teams to refine app/website UX and service flows.
- Support marketing in designing communication strategies aligned with customer expectations.
Skills & Competencies
- Strong analytical and insights-driven mindset
- Proven experience in customer experience, service excellence, or customer success
- Excellent communication and stakeholder management skills
- Exposure to both on-ground and digital customer interaction models
- Empathy-driven approach to understanding customer needs
- Ability to work in a fast-paced, evolving environment
- Collaborative and cross-functional execution capabilities
- Problem-solving and decision-making skills
Key Deliverables
- Improved NPS, CSAT, and CES scores
- Reduced customer complaints and service gaps
- Enhanced customer journey consistency across all channels
- Faster TAT for complaint resolution
- Increased repeat usage and loyalty
- Strong organizational alignment to customer-first culture
Preferred Profile
- 58 years in CX/Service Excellence roles within healthcare, diagnostics, or service-driven sectors
- Hands-on experience in managing customer feedback platforms
- Proven record of executing customer improvement initiatives
- Strong stakeholder management across operations, tech, and marketing
- Experience supporting digital and offline customer journeys
Customer Journey Management,CX Analytics,Service Improvement
