Head Customer Experience - QSR

Customer Experience Lead – Domino’s India

Purpose:

Elevate end‑to‑end customer experience across Digital, Aggregators, and In‑Store channels through insight‑driven, scalable interventions, high‑quality resolution management and functional training.

Key Responsibilities

1. Consumer Insight Mining (Digital‑First) Identify repeat customer experience issues across OA, aggregator platforms, and stores. Translate patterns and consumer signals into actionable problem statements 2. Proactive CX Solutioning Build scalable, proactive digital solutions based on insights—across OA, Aggregators, and In‑Store systems. Partner with Product, Tech, and Ops to deploy experience enhancements with measurable impact. 3. CRM & Escalation Excellence Run the reactive CRM engine with speed, accuracy, and empathy. Reduce external escalations through strong governance, quality control, and process improvements. 4. Experience‑Driven Enablement/Training Lead functional trainings teams including field trainings Convert insights into targeted training content for store teams and support functions. Roll out modules that address root causes and uplift service quality.

Skills Strong analytical skills; fluent in digital consumer behavior and insight mining. Experience in CX, digital product, or service quality roles in QSR/retail/consumer tech. High cross-functional influence, execution discipline, and customer‑obsessed mindset