Purpose of the Role
The Manager – CX Transformation will be a core member of IndiGo’s Customer Experience Transformation Office. The role combines data analytics, problem-solving, and program governance to identify customer experience opportunities, quantify business impact, and drive cross-functional execution across digital, operations, and service touchpoints.
This is a high-visibility role that works closely with senior leadership and multiple business teams to enable IndiGo’s vision of building a world-class, data-driven, and digitally intelligent customer experience ecosystem.
Key Responsibilities
1. Insight-to-Action Leadership
- Identify high-impact problem statements and quantify potential gains
- Conduct root cause analysis and develop business cases with measurable ROI.
2. Transformation Program Management
- Structure transformation programs with charters, KPIs, and milestone plans.
- Maintain central dashboards tracking initiative progress, blockers, and outcomes.
- Drive weekly and monthly governance reviews with functional teams and leadership.
- Manage dependencies, risks, and escalation protocols across projects.
3. Data-Driven Decision Enablement
- Partner with analytics, digital, and operations teams to design CX metrics frameworks
- Build data visualizations and dashboards to present trends and performance insights.
- Recommend prioritization using impact–effort scoring and opportunity mapping frameworks.
4. Cross-Functional Collaboration & Influence
- Work with cross functional teams to convert insights into tangible actions.
- Influence adoption through storytelling, visual communication, and change management.
- Coordinate with leadership for quick wins, medium-term pilots, and long-term transformation tracks.
5. Executive Reporting & Storytelling
- Prepare monthly CX Transformation review packages and executive summaries.
- Present data-backed narratives showcasing customer impact, cost efficiency, and progress against the CX roadmap.
Skills & Competencies
Category | Required Strengths |
Analytical Rigor | Advanced Excel, Power BI/Tableau, SQL basics, data visualization and metrics design |
CX Expertise | VOC frameworks, customer journey mapping, and digital self-service |
Problem Solving | Root cause analysis, business case preparation, structured hypothesis thinking |
Program Mgt | Agile/Waterfall governance, milestone tracking, Risks management, exec. dashboards |
Commn & Influence | Crisp storytelling, senior stakeholder management, visual presentation design |
Execution Mindset | Ability to move from strategy to action; thrives in fast-paced, ambiguous setups |
Qualifications & Experience
- MBA from a Tier 1 / Tier 2 institute or equivalent experience in CX, Analytics, or Transformation.
- 6–9 years of total experience in:
- Consulting (CX / Strategy / Ops / Digital/Product)
- CX transformation or program management roles in aviation, hospitality, BFSI, e-commerce
- Analytics-driven product or process improvement roles.
Success in 12 Months Will Look Like
- 3–5 quantified transformation initiatives launched with measurable CX impact & Business Impact
- Clear governance cadence across CX programs
- Visible improvement in insight-to-action conversion ratio across VOC data sources.
- A structured pipeline of customer-impact opportunities maintained for leadership decisioning.
Working Style & Culture Fit
- Think like a consultant, executes like an operator.
- Brings energy, intellectual curiosity, and a bias for clarity.
- Collaborative yet assertive — comfortable influencing without authority.
- Aligns with IndiGo’s core values of “On-time, Courteous, Hassle-Free, Affordable.”
