About Flipkart

At Flipkart, we're driven by our purpose of empowering every Indian's dream by delivering value through innovation in technology and commerce. With a customer base of over 350 million, product coverage of over 150 million across 80+ categories, a focus on generating direct and indirect employment and a commitment to empowering generations of entrepreneurs and MSMEs, all driven by a sustainable growth strategy – Flipkart is maximizing for customers, stakeholders, and the planet at large!

Flipkart is a part of the Walmart-owned Flipkart Group, which also includes group companies Flipkart Health+, Myntra, and Cleartrip.

Job Description

Manager - CX Design

Open Positions

1

Skills Required

Desing thinking , Execution excellecence , Problem solving and analytical thinking

Location

Bangalore,Karnataka

Education/Qualification

Graduate with MBA

Years Of Exp

8 to 12 Years

About the Role

The Manager, Customer Experience Design will champion customers’ end-to-end experience across all customer-impacting business processes and touchpoints. 

About the team

Customer First has been the guiding philosophy at Flipkart ever since its inception in 2007. This is one of the core values which the company lives by and has been the key driver for its leadership position in the e-commerce industry today. All decisions are based on this philosophy and each employee is expected to demonstrate this value in abundance. Given the hundreds of touchpoints and millions of moments of truth that Flipkart sees every day, Customer Experience vertical is the key function that plays a large role in how customers perceive the company and consequently their Lifetime value. The function not only delivers service on a day-to-day basis to lakhs of customers but also defines the overall experience that millions of Indians go through every day at the country’s largest online shopping destination.

You are Responsible for

Roles & Responsibilities

• Be the Voice of Customer within the organization, across all journeys’ and business lines’
• Benchmark with industry competitors (India/Global, Offline/Online) and Deliver best-in-class experiences
• Guardrail customer experience through customer-centric decision making, policies, and processes
• Demonstrate a good understanding of business objectives, align effort and get buy-in from stakeholders to propagate a customer-centric culture within their teams
• Ownership of Key CX Metrics (NPS | CTU | IPU | Resolution | Satisfaction etc) and drive towards entitlement
• Drive critical org-wide OKRs which have a direct bearing on the Customer experience outcomes
• Collaborate with multiple cross-functional teams within the org, manage diverse efforts, leverage the teams for synergies, and delivering great customer outcomes
• Data backed - Independent assessment and reasoning of the effectiveness of the current processes
• Suggest different/ segmented models to operate based on correlation and optimum trade-off between cost and experience with the objective of maximizing the customer experience.
• Drive pilots to test these models and summarize with data backed outcomes

Competencies critical for this role

• Design thinking → Have a customer-centric approach to process and policy design. Can think and strategize for an end to end experience. Ability to break down the strategy into an executable roadmap
• Execution Excellence → Is able to drive quantifiable results (for scale and complexity)
• Customer-first → Demonstrates deep customer understanding and is responsive to customer needs
• Applied Innovation → Is able to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps. 
• Influencing skills → Is able to work across functions in the org – and drive their actions in a way that positively impacts customer experience. 
• Strong Problem Solving and Analytical Skills. The ability to analyse and infer customer insights from data

To succeed in this role – you should have the following

What will make your profile stand out?

• You can support developing and presenting business cases to all levels of the organization to get their buy-in.
• You have a demonstrated record of delivering superior results.
• You are comfortable interacting with cross-disciplinary technical and non-technical teams.
• Strong organizational and multitasking skills to help you balance competing priorities with ease.
• You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)

Why work with us?

At Flipkart, we promise to maximize what you care about the most. You get an opportunity to leave a mark on the lives of a billion Indians. You’ll be encouraged to experiment, learn and grow within various opportunities at Flipkart. You’ll work with some of the smartest people from the most diverse backgrounds. And while you do all of this, you will experience our culture of care and industry-leading policies for you and your loved ones that enable you to focus on doing your best work.

Every Flipster is a maximizer – curious, with an ownership mindset, and a willingness to take on big challenges. We are driven by our values of audacity, bias for action, customer-first, with integrity and inclusion. If you resonate with these, Flipkart is just the place for you to thrive!

We understand that your own aspiration and journey is unique. And we respect that. You choose what you want to maximize, and we provide you the platform for it. Because when you maximize, we maximize.

Know more about life and working at Flipkart here.

Being Yourself @ Flipkart

Flipkart respects and values differences. We are proud to be an equal opportunity employer and are committed to promoting a diverse workplace culture where every individual is valued for who they are, regardless of race, color, age, faith, gender identity or expression, sexual orientation, nationality, marital status, professional pedigree, physical ability, veteran status, or any other characteristics. We firmly believe that when people with diverse identities and perspectives work together, we create the most value – for our customers, our people, and society. We are committed to fostering a culture of inclusion and belonging, where diverse teams innovate and excel every day.