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Job Overview

Flipkart Job Vacancy Near Me, Customer First has been the guiding philosophy at Flipkart ever since its inception. 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, the 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. The Manager, Customer Experience Design will champion customers’ end-to-end experience across all customer-impacting business processes and touchpoints.

Post Name Senior Manager
Salary INR 2000000 To INR 2700000 Per Year
Company Name Flipkart
Education Required MBA/Engineering from premier institutions

About Company

Flipkart is India’s largest e-commerce marketplace with a registered customer base of over 150 million. In the 10 years since we started, Flipkart has come to offer over 100 million products across 120+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion, and Lifestyle.
 
Flipkart is known for its path-breaking services like Cash-on delivery, No-Cost-EMI, and a 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee (65 cities) and Same-Day-Guarantee (13 cities) at scale. With over 1,20,000 registered sellers, Flipkart has redefined the way brands and MSMEs do business online.

Roles & Responsibilities:

  • Be the Voice of Customers 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 efforts 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 deliver great customer 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 the customer experience.
  • Strong Problem Solving and Analytical Skills. The ability to analyze and infer customer insights from data
 
Industry e-Commerce
Schedule Type Full Time
Location Bangalore, Karnataka, India, 530068
Remote No

What you’ll need:

  • 5+ years experience in customer experience design or similar roles
  • Strong understanding of customer journey, journey maps, drivers of experience at large scale
  • Experience leading complex projects
  • Hands-on experience in insights generated through data analysis
  • Execution excellence
  • MBA/Engineering from premier institutions

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)

Apply Now