Customer Experience
Core
Building and leading the end-to-end Customer Experience function for a global South Asian fashion e-commerce platform, focusing on high-consideration, emotional purchases.
Role type
Head of Customer Experience (Function Head)
Builds
A modern, AI-first customer experience platform and organization
Domain
E-commerce / Fashion / Customer Experience
Deliverable
production ML models
Required skills
CX function leadership, AI strategy (agent copilots, automated resolution), organizational design, commercial impact analysis, cross-functional influence, operational metrics (NPS, CSAT, LTV)
Preferred skills
Experience in high-growth e-commerce or marketplace, deep fluency in conversational AI, ability to translate customer insights into product/ops strategy
Technologies
Conversational AI, Agent Copilots, QA Automation, Predictive Analytics, Dashboards
Responsibilities
Define CX charter and multi-year roadmap, build and scale the CX organization, act as the primary voice of the customer to drive product and ops changes, implement AI-first operations, manage operational excellence metrics, convert customer insights into company strategy
Seniority
Senior, hands-on IC / Function Head
