Customer Experience Lead

  • Full Time
  • Lalitpur
  • Applications have closed

Website eSewa Pvt. Ltd.


Customer Experience Lead

The main responsibilities of the Customer Experience Lead include collecting and analyzing customer feedback, developing and implementing a customer experience strategy, and collaborating with various teams to enhance the customer experience. They create customer journey maps, establish metrics to measure satisfaction and loyalty, and report performance to senior management. The lead mentors a team of specialists, stays updated on industry trends, and promotes a customer-centric culture focused on empathy and continuous improvement.

Job Overview

Seats: 1
Job Level: Mid Level
Job Type: Full Time
Category: Customer Experience

Company Overview

Name: eSewa Pvt. Ltd.
Location: Pulchowk, Lalitpur


  • Bachelor’s Degree on Business Administration, Marketing, similar field. (Master’s Degree preferred)
  • Minimun 4 to 5 years of experience in relevent field.

Job Description

  • Collect, analyze, and interpret customer feedback through surveys, reviews, and other channels to identify areas for improvement.
  • Develop and implement a customer experience strategy aligned with the company’s goals and values.
  • Collaborate with cross-functional teams, including marketing, sales, product development, and customer support, to address customer concerns and drive initiatives that enhance the customer experience.
  • Create and maintain customer journey maps to understand and optimize the end-to-end customer experience.
  • Establish metrics and KPIs to measure customer satisfaction, loyalty, and retention, and regularly report on performance to senior management.
  • Lead and mentor a team of customer experience specialists, providing guidance and support to ensure consistent delivery of exceptional service.
  • Stay updated on industry trends and best practices in customer experience management, and leverage this knowledge to innovate and differentiate our brand.
  • Champion a customer-centric culture throughout the organization, emphasizing the importance of empathy, responsiveness, and continuous improvement.

Skill & Experience

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
  • Strong analytical skills with the ability to interpret data and extract actionable insights.
  • Passion for delivering exceptional customer service and a deep understanding of customer needs and preferences.

Benefits of Working at eSewa Pvt. Ltd.

  • Exciting opportunity to be part of a growing company.
  • Engaging work environment with a passionate team in a beautiful office space.
  • Social security benefits and backing from a reputable FinTech company.
  • Competitive salary and benefits package, including communication allowance, fuel, and travel allowances.
  • Unique company culture and growth opportunities for career advancement.
  • Lunch facility provided.

How to apply?

We are always keen to meet energetic and talented professionals who would like to join our team. Click on the button below and submit your application to apply for the post.

Application Due: 2024-06-12

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