{"id":2781698,"url":"https://alion.io/job/weekday-customer-experience-manager-2","title":"Customer Experience Manager","company":{"id":7097,"name":"Weekday","domain":"weekday.works","url":"https://alion.io/company/weekday","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":110,"ghost_share":0,"stale_share":0.982,"repost_share":0,"time_to_fill_p50_days":5,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-17T13:07:29Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-18T08:13:57Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"'\n: - ( - )\nExperience: 4+ yrs\nLocation: India\nWe are looking for a customer-focused and data-driven Customer Experience Manager to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. The ideal candidate will have experience in customer experience management within the airline, hospitality, or retail industry, with a strong understanding of customer satisfaction metrics, particularly Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).\nThis role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.\nRequirements\nKey Responsibilities\nDevelop and implement customer experience strategies to improve CSAT, NPS, customer loyalty, and retention.\nMonitor customer satisfaction metrics, feedback, complaints, and service performance across customer touchpoints.\nAnalyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.\nDesign and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.\nTranslate customer feedback and performance trends into actionable recommendations and improvement initiatives.\nCollaborate with customer service, operations, sales, and other teams to address customer pain points.\nEstablish and monitor customer experience standards, service benchmarks, and performance indicators.\nIdentify root causes of customer dissatisfaction and coordinate corrective and preventive actions.\nTrack the effectiveness of customer experience initiatives and report measurable improvements to management.\nDevelop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.\nSupport the development of customer service processes, escalation frameworks, and service recovery initiatives.\nPromote a customer-centric culture through stakeholder engagement, employee training, and continuous improvement.\nBenchmark customer experience practices and identify opportunities to adopt industry best practices.\nWhat Makes You a Great Fit\n4+ years of experience in customer experience, customer success, service quality, or customer satisfaction management.\nExperience in the airline, hospitality, or retail industry is strongly preferred.\nHands-on experience measuring, analysing, and improving CSAT and NPS.\nStrong understanding of customer journey mapping, feedback analysis, service quality, and customer retention.\nExperience using customer feedback, surveys, and performance data to identify service improvement opportunities.\nProven ability to convert customer insights into practical initiatives and measurable outcomes.\nStrong analytical skills, including data interpretation, reporting, and performance tracking.\nExcellent communication, stakeholder-management, and cross-functional collaboration skills.\nStrong problem-solving abilities and experience conducting root-cause analysis.\nAbility to manage multiple initiatives, influence stakeholders, and drive continuous improvement.\nA customer-first mindset with a strong commitment to service excellence and customer loyalty.","description_format":"text","description_chars":3271,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-17T13:07:29Z"}],"visa":[],"liveness":{"score":51,"band":"ok","label":"Likely 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