Role Purpose:
Drive customer experience projects from idea to execution. Work closely with tech,
product, operations, and vendors to improve customer journeys, integrations, and
automation initiatives.
Key Responsibilities:
- Manage CX projects end to end from requirement gathering to go live.
- Prepare BRDs, process flows, requirement documents, and define KPIs.
- Coordinate with tech teams for API integrations (basic understanding of REST/SOAP
required).
- Work on CRM, telephony, CTI, WhatsApp, chatbot, and automation initiatives.
- Participate and lead vendor discussions for integrations and enhancements.
- Drive UAT and ensure smooth production rollout.
- Monitor impact post launch and track improvement in CX metrics.
- Maintain project tracker, timelines, risk logs, and stakeholder updates.
Required Skills:
- 2–5 years experience in program management / CX projects / product operations.
- Basic understanding of API integrations (REST, SOAP – high level clarity).
