Head of Customer Experience

We are looking for a tech-first, AI-native Customer Experience Lead to reimagine customer experience through automation, intelligent workflows and AI-led solutions. The mandate is to build a seamless, scalable and customer-centric experience while improving service quality and operational efficiency.
Key Responsibilities
Build an AI-first customer experience function using AI agents, automation and intelligent workflows.
Identify opportunities to automate customer interactions and improve resolution times across the customer journey.
Own customer experience metrics, including CSAT, response time, resolution rates and customer effort.
Partner with product, engineering and operations teams to build scalable, technology-led solutions.
Continuously experiment with emerging AI tools to improve service quality and operational efficiency.
Ideal Candidate
8-10+ Years of experience
Experience in customer experience, customer success or service operations in a technology-led business.
Strong understanding of AI tools, automation and AI-agent workflows, with a hands-on approach to implementation.
Data-driven, customer-obsessed and comfortable building processes from the ground up.

Work arrangement
No