Head Customer Experience

Company Overview

A fast-growing, tech-driven travel platform focused on enhancing customer journeys, operations, and premium guest experiences.

Job Summary

The Head of Customer Experience will lead and transform the end-to-end customer journey by overseeing operations, support, and premium experiences. This role emphasizes on elevating customer sentiment and driving improvements in the travel experience to enhance brand perception.

Responsibilities

• Lead customer experience operations across support, operations, and premium guest experience teams.
• Ensure all customer tickets, escalations, and issues are resolved within defined Service Level Agreements (SLAs).
• Build strong operational processes and drive service excellence with high accountability.
• Create customer delight by improving the end-to-end guest journey beyond transactional support.
• Partner closely with leadership to enhance customer ratings, establish feedback loops, and improve overall brand experience.
• Drive operational efficiency, automation, and AI-led improvements across workflows and support systems.

Qualifications

• Experience: 6–14 years in Customer Experience, guest experience, or Service Excellence roles.
• Industry Knowledge: Strong exposure to high-volume, customer-centric, tech-enabled environments.
• Background: Prior experience with 5-star hotels and e-commerce platforms is essential.
• Technical Skills: AI-first mindset with hands-on exposure to automation, workflow optimization, or AI-led customer operations.
• Educational Qualifications: Relevant degree in management or a related field is preferred.

Preferred Skills

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Experience with customer relationship management (CRM) tools.
• Ability to work collaboratively with cross-functional teams.

Experience

• A minimum of 6 years of relevant experience, with a focus on customer and guest experience within tech-enabled environments.

Environment

This role is based in Jaipur, providing an opportunity to work in a dynamic and fast-paced environment that emphasizes innovation and customer-centricity.

Salary

Salary details are not specified.

Growth Opportunities

Career advancement opportunities include potential leadership roles within customer experience and operational strategy.

Benefits

Details regarding benefits are not specified.