Head Customer Experience - QSR

Elevate endtoend customer experience across Digital, Aggregators, and InStore channels through insightdriven, scalable interventions, highquality resolution management, and functional training.

Responsibilities

Consumer Insight Mining (DigitalFirst)

• Identify repeat customer experience issues across OA, aggregator platforms, and stores.
• Translate patterns and consumer signals into actionable problem statements.

Proactive CX Solutioning

• Build scalable, proactive digital solutions based on insightsacross OA, Aggregators, and InStore systems.
• Partner with Product, Tech, and Ops to deploy experience enhancements with measurable impact.

CRM & Escalation Excellence

• Run the reactive CRM engine with speed, accuracy, and empathy.
• Reduce external escalations through strong governance, quality control, and process improvements.

ExperienceDriven Enablement/Training

• Lead functional training teams, including field training.
• Convert insights into targeted training content for store teams and support functions.
• Roll out modules that address root causes and uplift service quality.

Required Skills

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