Role Purpose
The CX Digital & App Manager will own and drive customer experience outcomes across IndiGo’s digital platforms, with a primary focus on the
mobile app and digital self‑service journeys. The role will act as a bridge between
CX, Digital/Product, Technology, and Operations to ensure
seamless, stable, and customer‑centric digital experiences, including support during releases and disruptions.
Key Responsibilities
Digital CX Ownership
- Own end‑to‑end CX performance for mobile app and digital channels (pre‑travel, booking, manage booking, disruptions, post‑travel)
- Track and improve digital NPS, CES, containment, and deflection metrics
- Act as the CX SPOC for app‑related enhancements, issues, and defect prioritization
App & Product Collaboration
- Work closely with Digital/Product and Technology teams on:
- Feature enhancements
- Bug fixes and defect RCA
- Release validation from a CX lens
- Lead and support UAT activities, including scenario validation, defect sign‑off, and CX readiness prior to releases
- Participate in pre‑release sign‑offs and post‑release monitoring, ensuring CX stability
- Ensure CX requirements are embedded early in product design and development cycles
Disruption & Communication Experience
- Support digital journeys during IRROPS, schedule changes, and large‑scale disruptions
- Validate customer communication flows across all digital channels (app, WhatsApp, email, notifications)
- Ensure clarity, consistency, and reduced customer anxiety during disruption scenarios
Stakeholder Management
- Liaise with:
- Contact Center teams
- Digital & Product teams
- Operations and Commercial stakeholders
- Support leadership with CX insights, dashboards, decks, and business cases
Analytics & Insights
- Analyze customer feedback, app reviews, NPS verbatims, and complaint trends
- Convert insights into actionable product and process improvements
- Track post‑implementation impact and close the loop with stakeholders
Functional Skills
Key Skills & Competencies
- Strong understanding of digital CX, mobile app journeys, and self‑service ecosystems
- Experience working with product, tech, and agile teams
- Familiarity with NPS, containment, deflection, and digital adoption metrics
- Ability to articulate clear CX requirements and business justifications
Behavioral Skills
- Strong stakeholder management and communication skills
- High ownership with a bias for action
- Ability to operate in fast‑paced, cross‑functional environments
- Customer‑first mindset balanced with business pragmatism
Experience & Qualifications
- 6–10 years of experience in Customer Experience / Digital CX / Product‑CX roles
- Prior experience in aviation, travel, e‑commerce, or large‑scale digital platforms preferred
- Hands‑on exposure to mobile app ecosystems is mandatory
- Bachelor’s degree in any discipline
Work Requirements
- Ability to support UAT cycles, releases, and critical CX events
- Flexibility to work rotational shifts, including early mornings, late evenings, or weekends as required for releases, disruptions, or operational support
Success Measures
- Improvement in digital NPS and customer effort scores
- Reduction in digitally driven complaints and escalations
- Stable, friction‑free app releases from a CX standpoint
- Strong and visible CX representation in digital product decisions
