Job Description:
Customer Experience Strategy & Execution
- Lead the development and execution of the CX roadmap for FBS, covering end-to-end buyer and seller experience touchpoints.
- Identify experience gaps through data analysis, operational insights, and VOC inputs, and translate them into structured improvement initiatives.
- Monitor and improve key CX metrics, including delivery speed, service quality such as cancellation, failed delivery, etc., and customer satisfaction through analysis of root causes and improvement initiatives
- Overseeing the UI/UX fulfillment portal to ensure clear clarity for sellers throughout the journey
Project Management
- Manage cross-functional projects from initiation to completion, ensuring clear objectives, timelines, resources, and success metrics.
- Ensure CX initiatives are aligned with business objectives and executed consistently across functions and phases.
- Conduct risk assessment, manage dependencies, and drive timely resolution of issues.
Performance Monitoring & Data Analytics
- Oversee CX dashboards, reporting mechanisms, and performance tracking tools.
- Analyze operational and experience metrics to identify trends, root causes, and improvement opportunities.
- Provide regular updates and presentations to management on progress, gaps, and recommendations.
Requirements:
- Bachelor's degree in Business, Operations, Supply Chain, Industrial Engineering, or a related discipline.
- 4-7 years of relevant experience in supply chain and management consulting
- Demonstrated ability to lead cross-functional projects and deliver measurable outcomes.
- Strong analytical and problem-solving skills with proficiency in data analysis and performance monitoring.
- Excellent communication, stakeholder management, and presentation skills.
- Self-driven, organized, and capable of managing multiple initiatives in a fast-paced environment.
