Customer Experience Lead – Domino's India
Purpose: Elevate end‑to‑end customer experience across Digital, Aggregators, and In‑Store channels through insight‑driven, scalable interventions, high‑quality resolution management and functional training.
Key Responsibilities
1. Consumer Insight Mining (Digital‑First)
- Identify repeat customer experience issues across OA, aggregator platforms, and stores.
- Translate patterns and consumer signals into actionable problem statements
2. Proactive CX Solutioning
- Build scalable, proactive digital solutions based on insights—across OA, Aggregators, and In‑Store systems.
- Partner with Product, Tech, and Ops to deploy experience enhancements with measurable impact.
3. CRM & Escalation Excellence
- Run the reactive CRM engine with speed, accuracy, and empathy.
- Reduce external escalations through strong governance, quality control, and process improvements.
4. Experience‑Driven Enablement/Training
- Lead functional trainings teams including field trainings
- Convert insights into targeted training content for store teams and support functions.
- Roll out modules that address root causes and uplift service quality.
Skills
- Strong analytical skills; fluent in digital consumer behavior and insight mining.
- Experience in CX, digital product, or service quality roles in QSR/retail/consumer tech.
- High cross-functional influence, execution discipline, and customer‑obsessed mindset
