Head of Customer Experience

Job Description – Head – Customer Experience

Location:

Andheri West, Mumbai

Experience:

15+ Years

Industry Preference:
Real Estate preferred

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- Role Purpose

The Head – Customer Experience will be responsible for driving the overall customer experience strategy across the customer lifecycle, with a strong focus on Net Promoter Score (NPS), Voice of Customer (VOC), customer journey enhancement, service excellence, and service recovery. The role will lead the design and implementation of customer feedback mechanisms, monitor customer sentiment across touchpoints, drive closure of escalations, and partner with cross-functional teams to improve customer satisfaction, loyalty, and brand advocacy.

The incumbent will play a strategic role in building a customer-first culture across the organization by leveraging insights, strengthening governance, improving processes, and ensuring a seamless experience from booking to possession and post-possession.

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- Key Responsibilities

1. Customer Experience Strategy

- Lead the overall customer experience agenda for the organization across the real estate customer lifecycle.

- Define and drive the customer experience roadmap aligned with business objectives and brand promise.

- Build and strengthen a customer-centric culture by embedding customer experience principles across functions and projects.

- Establish service standards, customer engagement practices, and experience benchmarks across all customer touchpoints.

- Identify opportunities to enhance customer delight, loyalty, retention, and advocacy.

2. NPS & Voice of Customer (VOC) Management

- Own and drive the NPS framework across key customer touchpoints such as booking, agreement, collections, construction updates, possession, handover, and post-possession.

- Design and institutionalize customer listening mechanisms including NPS surveys, feedback programs, VOC interventions, and satisfaction studies.

- Monitor customer sentiment, identify promoters, passives, and detractors, and ensure structured action planning and closure.

- Analyze customer feedback trends, service gaps, recurring pain points, and root causes to derive actionable business insights.

- Build project-wise and function-wise customer feedback reporting and ensure regular review with leadership.

3. Customer Journey Mapping & Experience Improvement

- Map the end-to-end customer journey and identify gaps across communication, documentation, collections, project updates, possession, and post-sales interactions.

- Design and drive customer journey improvement initiatives to ensure a seamless and differentiated customer experience.

- Improve consistency, responsiveness, transparency, and ease of interaction across all customer-facing processes.

- Partner with internal teams to simplify and strengthen customer touchpoints and service delivery standards.

- Lead initiatives to improve customer communication quality, turnaround times, and service responsiveness.

4. Detractor Management & Service Recovery

- Ensure timely closure of detractor cases, customer escalations, and service-related concerns emerging through NPS and other feedback channels.

- Lead structured service recovery for dissatisfied customers and track effectiveness of resolution actions.

- Review critical complaints and escalations and ensure closure through collaboration with CRM, Sales, Projects, Legal, Accounts, Collections, and Site teams.

- Drive root-cause analysis of customer complaints and implement preventive and corrective actions to reduce recurrence.

- Ensure closure communication is timely, professional, and aligned with customer expectations.

5. Governance, Reporting & Analytics

- Establish governance mechanisms for regular review of NPS, VOC, customer complaints, service gaps, and…