Leader of Customer Experience

At Licious, we are reimagining how India experiences meat and seafood. We’re building a category-defining D2C brand that thrives on consumer obsession, operational excellence, and high-velocity decision-making. As we scale, we’re looking for a Leader of CX Design & Strategy to design and deliver delightful experiences across all customer touch points - in app, at delivery, at our physical stores - ones that are not only empathetic but operationally executable in a complex, high-volume environment. Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…

Role Overview

As the Leader of CX Design & Strategy , you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each team. You will partner with these teams to structurally solve through deep design. You will hold the org accountable on actual CX delivery, through driving rigour on customer-facing operating metrics. It’s a strategy and design leadership role with deep operational exposure.

What makes the role meaty?

● Create and lead customer-first experiences in one of India’s fastest-growing consumer

brands.

● Operate at the intersection of strategy, design, and execution—not just advisory.

● Partner with cross-functional teams (Product, Tech, Operations, Supply Chain, and

Category) to define and prioritize customer journeys and service interventions.

● Build and lead the CX strategy roadmap across contact points—voice, chat, app, social,

and offline experience nodes.

● Drive ops-heavy design thinking: Convert customer pain points into structured problem

statements, prototype solutions, and pilot quickly.

● Identify root causes of negative CX trends using contact center and platform data; lead

zero-defect and effort-reduction initiatives.

● Partner with tech/product to design systemic solutions that reduce escalations and

increase first-touch resolution.

● Manage executive-level stakeholder alignment on customer-centric initiatives—owning CX

charters in quarterly business planning.

● Translate strategic CX priorities into actionable process, policy, and tech solutions

across the organization.

We hope that you..

● Experience in B2C, e-commerce, logistics, or food tech environments.

● Background in Ops Design, Service Design, or CX innovation roles.

● 2-3 experience in a top consulting company is big plus

● MBA from a Tier-1 institute (IIMs, ISB.) – mandatory

● 5–6 years of experience in strategy, operations strategy / design, CX design / strategy

● Experience working in or with high-volume, distributed operations environments

(e.g., ecomm, quick comm, food tech, omni-channel D2C brands).

● Strong design thinking orientation—comfortable breaking complex journeys into

system-level flows.

● Proven ability to influence cross-functional stakeholders and drive change through

narrative and data.

● Strong analytical mindset—comfortable working with operations data, root cause trees, and

business impact sizing.