Senior Manager/DGM – CX Strategy & Design

About the Role

We are looking for a Senior Manager – CX Strategy & Design who can think from first principles, challenge existing assumptions, and reimagine how customers experience assistance across Acko’s ecosystem including presales  & post sales journeys.

This role sits at the intersection of Product, Operations, and CX, driving initiatives that make customer interactions simpler, faster, and more meaningful. You’ll work to design and operationalize customer-first processes, improve assisted service flows, and enable teams with scalable SOPs and a unified knowledge backbone.

If you are analytical, curious, and biased toward action, this is your opportunity to build and scale the backbone of customer experience at one of India’s most customer-obsessed companies.

What You’ll Do

a. CX Strategy & Experience Design

• Redesign customer journeys and service flows from first principles, focusing on simplicity, speed, and delight.

• Identify friction points across assisted experiences and translate insights into actionable design improvements.

• Co-create and pilot new service models in collaboration with Product and Operations.

b. Product & Process Collaboration

• Partner with Product and Tech to embed customer insights into feature enhancements and digital service tools.

• Collaborate with Operations to implement new service requests, product rollouts, and process changes.

• Drive a feedback loop that converts operational challenges into structural and product improvements.

c. Knowledge & SOP Ownership

• Build and own the central knowledge repository and process bank for all customer-facing journeys.

• Design scalable SOP frameworks that integrate seamlessly with digital and assisted channels.

• Ensure processes evolve dynamically with business, product, and policy changes.

d. Insights & Continuous Improvement

• Use data and root-cause analysis to identify patterns, inefficiencies, and emerging customer needs.

• Track and optimize experience KPIs (CSAT, TAT, FTR) across assisted and hybrid journeys.

• Build playbooks for automation, proactive support, and improved resolution outcomes.

What You’ll Bring

• 5–8 years of experience in CX, Operations Strategy, or Service Design, preferably in a digital-first organization.

• Strong analytical and problem-solving skills, with a structured and data-driven approach.

• Proven ability to apply first-principles thinking to reimagine service and process design.

• Hands-on experience collaborating with Product and Operations to drive implementation.

• Deep understanding of customer behavior and service metrics.

• Excellent communication and stakeholder management skills.

• A customer-first mindset, bias for action, and comfort with ambiguity.

Why Acko

• Opportunity to define the next generation of assisted experiences.

• Work directly with CX, Product, and Tech leaders to shape strategy and execution.

• Build scalable processes, knowledge systems, and playbooks from the ground up.

• Be part of a team that values clarity of thought, customer empathy, and bold problem-solving.