Lead-Customer Experience

Lead – Customer Experience

Role Purpose

At Tanishq, every customer interaction is an opportunity to build trust, create delight and foster lifelong relationships. We are looking for a visionary Lead – Customer Experience to define, shape and elevate the customer experience across every customer touchpoint.

This role will lead the Customer Experience function by designing customer-centric strategies, transforming customer journeys, and embedding a culture of customer obsession across the organisation. The incumbent will work closely with Retail Operations, Marketing, Digital, CRM, Merchandising and other business functions to identify customer pain points, drive experience innovation and deliver a consistent, differentiated brand experience across channels.

The ideal candidate is someone who has built customer experience capabilities in organisations known for customer-centricity and service excellence, bringing a deep understanding of customer journeys, behavioural insights and experience transformation.

Key Responsibilities

Customer Experience Strategy

• Define and lead the customer experience vision, strategy and roadmap for Tanishq.
• Build a customer-first culture by embedding customer-centric thinking across business decisions and processes.
• Champion customer advocacy as a key business priority and influence senior stakeholders to drive experience excellence.

Customer Journey Design & Transformation

• Own and continuously improve the end-to-end customer journey across physical and digital customer touchpoints.
• Map customer journeys to identify moments of truth, friction points and opportunities for differentiation.
• Lead customer experience transformation initiatives to create seamless, intuitive and memorable experiences.

Voice of Customer & Customer Insights

• Establish robust Voice of Customer mechanisms to capture, analyse and act upon customer feedback.
• Translate customer insights into actionable interventions that improve customer satisfaction, loyalty and business outcomes.
• Leverage qualitative and quantitative data to anticipate evolving customer expectations.

Experience Excellence

• Define and continuously evolve the Tanishq Customer Experience Standards and service philosophy.
• Drive consistent execution of customer experience standards across regions and stores.
• Partner closely with Regional teams and Customer Experience Executives (CEEs) to ensure uniform customer engagement and experience delivery.

Customer Advocacy & Experience Metrics

• Own key customer experience metrics including NPS, Customer Satisfaction and other customer health indicators.
• Develop governance mechanisms to monitor customer experience performance and drive continuous improvement.
• Identify recurring customer pain points and partner with cross-functional teams to implement sustainable solutions.

Cross-functional Leadership

• Collaborate with Retail Operations, Marketing, Digital, CRM, Merchandising, Product, Learning & Development and Technology teams to improve customer experiences.
• Influence business decisions through customer insights and advocate for the customer across the organisation.
• Drive enterprise-wide alignment on customer experience priorities.

Innovation & Best Practices

• Continuously benchmark customer experience best practices across industries .
• Introduce innovative practices, digital capabilities and AI-enabled solutions to elevate customer engagement and personalisation.
• Build scalable frameworks that future-proof the customer experience function.

Success Measures

• Improvement in Net Promoter Score (NPS) and Customer Satisfaction.
• Consistency of customer experience across stores and customer touchpoints.
• Reduction in customer pain points and friction across the customer journey.
• Successful implementation of customer experience transformation initiatives.
• Adoption of customer-centric practices across business functions.
• Increased customer advocacy, loyalty and repeat engagement.

Ideal Candidate Profile

Experience

• 12–18 years of experience in Customer Experience, Customer Strategy, Customer Success or Service Excellence.
• Proven experience in designing and improving end-to-end customer journeys.
• Experience leading enterprise-wide customer experience or service transformation initiatives.
• Strong track record of using customer insights, analytics and Voice of Customer programmes to influence business decisions.
• Demonstrated ability to work across multiple functions and influence senior stakeholders.

Preferred Industry Background

Experience in organisations recognised for customer-centricity and service excellence, such as:

• Amazon
• American Express
• Marriott
• Taj Hotels
• Disney
• IKEA
• Starbucks
• Premium retail, luxury or omnichannel consumer brands

Key Competencies

• Customer Experience Strategy
• Customer Journey Mapping & Service Design
• Voice of Customer (VoC)
• Customer Insights & Analytics
• NPS & Customer Experience Metrics
• Design Thinking
• Process Excellence & Continuous Improvement
• Customer-Centric Innovation
• Stakeholder Management & Influencing
• Cross-functional Leadership
• Change Management
• Data-driven Decision Making