Lead - Customer Experience (B2B)

Key Responsibilities

Voice of Customer & Insights

Set up and own the Voice of Customer (VoC) framework qualitative and quantitative.

Conduct direct customer conversations across segments (buyers, sellers, financiers) to identify

friction points and opportunities.

Analyze feedback, complaints and data trends to create actionable insights.

Present structured insight reports to Marketing, Category, Sales and Operations teams.

Measurement & Metrics

Define and track key satisfaction metrics (e.g. CSAT, NPS, repeat engagement) from ground zero.

Build lightweight tracking systems (Excel/Google Sheets, internal dashboards) without over-

dependence on external tools.

Partner with internal tech and analytics teams to institutionalize these metrics.

Cross-Functional Impact

Translate customer insights into business actions - e.g., improving onboarding, search experience,

service SLAs or communication tone.

Drive alignment among teams on customer-centric priorities through data-backed

recommendations.

Work closely with the CMO to communicate key findings and improvement plans to leadership.

Marketing & Communication Linkage

Feed insights into marketing campaigns to ensure tone, content and offers reflect real customer

needs.

Desired Profile

7 to 10 years of experience in marketing, customer experience or business strategy roles - preferably in

digital, fintech, B2B or ecommerce platform environments.

Strong in data analysis, storytelling and structured problem-solving.

Proven ability to talk directly to customers, extract insights and translate them into measurable outcomes.

Comfortable setting up frameworks from scratch - hands-on with Excel, Google Sheets, CRM exports,

dashboards and survey tools.

Excellent communication and influencing skills; can work cross-functionally with business, sales and

product teams.

Entrepreneurial, self-starter mindset - thrives in ambiguity, owns outcomes and doesn't wait for systems

to be built.

Bonus: Experience running NPS/CSAT or retention programs in a growing organization.

What Success Looks Like (First 12 Months)

A functioning Customer Satisfaction Measurement Framework in place.

Regular insight dashboards and reports shared with business teams.

Visible improvement in customer satisfaction, repeat engagement and brand sentiment.

Cross-functional teams actively using customer insights to drive their actions.