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).
Basic understanding of telephony flow and CTI concepts.
Exposure to CRM systems.
Exposure to WhatsApp and chatbot platforms.
Ability to independently draft BRDs.
Strong stakeholder management and communication skills.
Data driven mindset with reporting capability.
