Senior Manager, Customer Experience
Ethos (company site, opens in a new tab)8+ yrsBengaluruOn-siteDirect career pageEst. 20–30 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and execute a prioritized customer experience (CX) roadmap involving process, technology, product, and marketing improvements to deliver tangible outcomes.
- Synthesize customer insights from Voice of Customer data, complaints, escalations, and leadership input into a clear, prioritized point of view.
- Lead operational teams to resolve complex customer issues and drive root-cause fixes, while maintaining and evolving the Voice of Customer platform.
Minimum Requirements
- 8+ years of experience leading customer experience or similar analytics- and insight-driven functions.
- Proven people leadership experience managing teams across operational disciplines.
- Experience establishing or managing structured insights-to-roadmap processes to convert feedback into prioritized actions.
- Work Experience Required: 8+ years relevant experience.
Ideal Candidate Profile
- Experienced in influencing cross-functional roadmaps involving product, technology, and marketing without direct authority.
- Strong analytical skills to assess issues quantitatively and communicate insights clearly to senior stakeholders.
- Able to manage ambiguity and build frictionless CX operations in a rapidly maturing function.