Job Summary
The role is responsible for owning and driving customer experience outcomes across IndiGo’s digital platforms, with a primary focus on the mobile app and digital self‑service journeys. The incumbent will work closely with CX, Product, Technology, and Operations teams to ensure seamless, stable, and customer‑centric digital experiences, especially during releases and disruption scenarios.
Key Responsibilities
Digital CX Ownership
- Own end‑to‑end customer experience performance across mobile app and digital channels covering pre‑travel, booking, manage booking, disruptions, and post‑travel journeys.
- Track and improve digital NPS, CES, containment, and deflection metrics.
- Act as the CX single point of contact for mobile app enhancements, issues, and defect prioritization.
App & Product Collaboration
- Partner with Digital/Product and Technology teams on feature enhancements and defect resolution.
- Lead and support UAT activities, scenario validation, defect sign‑off, and CX readiness.
- Participate in pre‑release sign‑offs and post‑release monitoring.
- Ensure CX requirements are embedded early in product design.
Disruption & Communication Experience
- Support digital journeys during IRROPS, schedule changes, and large‑scale disruptions.
- Validate customer communication across app, WhatsApp, email, and notifications.
- Ensure communications are clear, consistent, and reduce customer anxiety.
Stakeholder Management
- Liaise with Contact Center, Digital, Product, Technology, Operations, and Commercial teams.
- Support leadership with CX insights, dashboards, and business cases.
Analytics & Insights
- Analyze customer feedback, app reviews, NPS verbatims, and complaints.
- Convert insights into actionable improvements.
- Track post‑implementation impact.
Skills & Competencies
Functional Skills
- Strong understanding of digital CX and mobile app journeys.
- Experience working with product, tech, and agile teams.
- Knowledge of NPS, CES, containment, and deflection metrics.
Behavioral Skills
- Strong stakeholder management skills.
- High ownership and bias for action.
- Ability to work in fast‑paced environments.
Education & Qualifications
- Graduate degree in any discipline (mandatory).
- Post‑graduate degree preferred.
Experience Requirements
- 6–10 years of experience in Digital CX / Product CX roles.
- Hands‑on exposure to mobile app ecosystems mandatory.
Work Location & Requirements
Success Measures
- Improvement in digital NPS and CES.
- Reduction in digital complaints.
- Stable CX‑led app releases.
