Head of Customer Experience

Dear Candidate,

Greetings from Quess!

We are currently hiring for a senior leadership opportunity with one of our clients for the position of Head of Customer Experience , based in Cochin.

Position: Head of Customer Experience

Location: Cochin- ok with out stationed

Work Model: Work from Office- alternative Sat working

Experience: 12+ Years

Level: Head

Industry: preference- retail/ tourism/ hospitality/ banking/ aviation/etc

What we're looking for:

• Develop and implement end-to-end customer experience standards and processes across all customer channels and touchpoints.

• Ensure a seamless, consistent, and high-quality customer journey that: • Reduces customer complaints

• Increases positive feedback and advocacy

• Establish and enforce customer service standards across:

Channels: Call center, website, retail offices

• Touchpoints: Emails, chats, WhatsApp, social media (Facebook), airports, vouchers • Own case management, ensuring that:

• All customer complaints from every channel and touchpoint are captured, tracked, and resolved effectively

• Issues are resolved within defined SLAs and with customer satisfaction as

Customer Experience / Customer Service Operations

Customer Journey & Touchpoint Management

CRM & Customer Engagement

Complaint & Case Management

CSAT & Customer Feedback Management

Customer Loyalty & Retention

Process Audits & Continuous Improvement

Team Management & Training

Workforce Management

Strategic Thinking & Planning

Strong Problem-Solving & Cross-functional Coordination

Apply at [Confidential Information]