Lead and manage the CX design team, providing strategic direction, mentorship, and support to drive exceptional customer experiences.
Develop and implement a comprehensive customer experience strategy that aligns with organizational goals and enhances user satisfaction across all touchpoints.
Oversee the creation and optimization of customer journey maps, personas, and experience frameworks to guide design and business decisions.
Collaborate with senior leadership, product managers, UX/UI designers, and marketing teams to align CX initiatives with broader business objectives.
Conduct advanced user research and analysis to gather insights into customer needs, behaviors, and pain points, translating these insights into actionable design improvements.
Lead the design and execution of A/B testing, usability studies, and other experiments to validate design decisions and measure their impact on customer experience.
Develop and manage key performance indicators (KPIs) for customer experience, regularly reporting on progress and recommending improvements based on data and feedback.
Ensure that all customer experience designs meet industry standards for accessibility, usability, and best practices.
Foster a culture of innovation and continuous improvement within the CX design team, encouraging creative problem-solving and collaboration.
Stay abreast of industry trends, emerging technologies, and best practices in customer experience design to ensure that our approach remains cutting-edge and effective.
Bachelor / Masters Degree in relevant field with 9 - 12 years of experience
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
