Job Title

Customer Experience Communication Design leadGrade: Senior manager IIYears of experience - 10+ years Role Overview[1.1]The Customer Experience (CX) Communication Design lead will be a visionary leader responsible for defining, driving, and executing the communication strategy across all customer interaction touchpoints. This role requires a strong blend of design thinking, strategic leadership, and hands-on operational management to ensure every piece of communication—from proactive updates to support responses—is clear, helpful, on-brand, and consistently excellent.The role holder will lead a team of communication and conversational designers, acting as the primary bridge between Brand/Marketing, CX Transformation, and Technology teams. A core responsibility will be to ensure that all customer-facing communications are aligned with the overall brand tonality, legal requirements, and strategic CX goals.Key ResponsibilitiesEnterprise & Strategic Thinking● Define the overall charter, vision, and roadmap for CX Communication Design, ensuring alignment with the broader CX strategy and business objectives.● Establish and govern the communication design principles, standards, and guidelines for all customer touchpoints, working closely with the central Brand/Communications team.● Drive a /"communication as part of the experience/" mindset across the organization.● Tracks market trends and identifies latent opportunities at business/functional level.● Generates alternatives, recommends new approaches where needed to pivot from current strategy.Stakeholder Management● Collaborate closely with the Legal and Compliance teams to ensure all communications adhere to regulatory standards and internal policies.● Partner with Product and Technology teams to implement communication systems and tools efficiently.● Collaborate on the design of communication and conversational frameworks used by customer support agents (C-Pilot) to ensure clarity, efficiency, and empathy in human-to-human interactions.● Work directly with the CX Transformation and Journey Node design teams to embed communication design into the end-to-end customer journey development process.Functional Expertise● Proficiency in AI/LLM prompt engineering and optimization for customer-facing communication and conversational flows.● Act as the primary sign-off authority for customer-facing communication content.● Lead, mentor, and develop a high-performing team of communication designers and conversational designers.● Oversee the content design and optimization for transactional and promotional communications delivered via channels like Interactive Voice Response, Emails, WhatsApp and SMS channels.● Develop standardized, on-brand response templates and guidelines for customer support interactions across all social media platforms.● Lead the design and refinement of conversational flows, persona, and content for self-service channels, including chatbots and voice bots to maximize deflection and improve resolution rates.● Collaborate on the design of communication and conversational frameworks used by customer support agents (C-Pilot) to ensure clarity, efficiency, and empathy in human-to-human interactions.● Proven experience in managing high-stake escalations from customers.● Strong ability to coach others on /"verbal de-escalation/" techniques and containment strategies.Execution Excellence● Manage project allocation, performance reviews, and career development for the team.● Foster a collaborative and innovative environment that encourages best practices in communication design.● Drives a culture of meritocracy - nurture, engage and grow high potential talent● Identifies resources and support needed to advance ideas with potential● Takes risks in the interest of finding a better way● Analyze communication performance metrics to identify and implement areas for design improvementRequired QualificationsExperience● 10+ years of experience in content strategy, communication design, UX writing, or a related field, with at least 5 years in a leadership/management role.● Proven track record of leading communication design for large-scale customer experience or digital transformation initiatives.● Extensive experience designing for multiple channels, including messaging platforms (WhatsApp), SMS, email, social media, and conversational AI (Chatbots/Voicebots).● Experience working in a regulated industry (e.g., ecommerce, financial services, telecom, healthcare) is a plus.Skills● Deep understanding of human-centered design principles and service design methodologies.● Exceptional written and verbal communication skills, with a portfolio demonstrating the ability to simplify complex information into clear, actionable, and on-brand messages.● Strong strategic and analytical skills, capable of using data (e.g., communication metrics, Resolution Rate , deflection rates) to inform design decisions.● Excellent cross-functional collaboration skills, with the ability to influence and align stakeholders from Marketing, Legal, Corporate Affairs, Technology, and Operations.