Director- Customer Experience

About the role

Own end-to-end customer experience for 10M+ users across 5 regional languages (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi). Build systems that reduce churn and increase delight — not just support tickets.

Location: Noida, STAGE HQ Company: STAGE OTT Reports to: CEO

The Mission STAGE is an Entertainment Platform for India's regional cultures.

We exist to celebrate, represent, and elevate the stories, emotions, and identities that define India — across regions, communities, and cultural worlds that mainstream entertainment has historically under-represented. The Customer Experience function ensures that this promise is kept every single day. We are looking for a Custodian of Experience — someone who owns how users feel, interact, trust, and stay on STAGE. You will own the end-to-end Customer Experience, from first onboarding to subscription renewal, across all regional markets. Your mandate is to build an experience that is frictionless, human, culturally aware, and trustworthy — at scale.

What You Will Own (Non-Negotiable)

This role owns the quality of the user's experience, not just customer support. You are the final authority on:

• How STAGE listens to its users
• How STAGE solves user problems
• How STAGE designs and improves user journeys
• What erodes trust — and what builds loyalty
• The systemic fixes that reduce churn and increase delight Your mandate spans Support + Insights + Experience Design + Retention Influence.

Key Responsibilities:

1. Voice of Customer & Insights (Experience Intelligence Engine)- Build STAGE's Voice of Customer (VoC) system — the single source of truth on what users love, hate, and struggle with.

• Analyse support tickets, churn patterns, NPS, CSAT, reviews, social sentiment, and behavioural data to identify root causes.
• Present a weekly CX Insights Deck to leadership with sharp, prioritised recommendations.
• Influence Product, Tech, Content, and Marketing roadmaps with CX insights.
• You are the internal advocate of the user, with authority to push for what truly matters.

2. Support Excellence (Reactive CX)

• Own all customer support channels (chat, email, WhatsApp, social escalations).
• Build strong SOPs, macros, training frameworks, and QA systems for consistent support quality.
• Reduce First Response Time (FRT), Resolution Time (TAT), and unnecessary escalations.
• Create structure, clarity, and empathy in every user interaction.
• Support is your foundation, not your function.

3. Experience Design & Journey Optimization (Proactive CX) CX is responsible for designing experiences that avoid issues before they occur. Map and continuously improve the end-to-end user journeys:

• Onboarding
• Content discovery
• Subscription flows
• Payment flows
• Renewals
• Cross-region language journeys
• Identify friction points and partner with Product & Design to remove them.
• Build interventions that decrease drop-offs and increase activation.

Your job is to remove cognitive load and confusion from STAGE's user experience.

4. Retention & Trust Building (Outcome CX)

• Understand why users churn — deeply, not just superficially.
• Build churn-prevention strategies with CRM and product teams.
• Own customer education, nudges, troubleshooting flows, and in-app help systems.
• Build regional-language support capabilities that make users feel understood, not dismissed.
• Shape "surprise & delight" programs for superfans and loyal users.
• Your job is to create experiences that people return to — not leave.

5. CX Infrastructure, Systems & Governance (Operational Excellence)

Build a CX Command Center — real-time dashboard for issues, outages, sentiment, and spikes. Implement scalable tools for:

• Ticketing
• Issue tagging
• Self-service support
• Feedback collection
• WhatsApp automation
• Ensure every CX activity is measurable, traceable, and improvable.

You create the systems that make the CX engine run predictably and with quality.

Who You Are

• You are obsessed with user trust, clarity, and empathy as business levers.
• You operate at the intersection of data, empathy, and design thinking.
• You are a systems builder — not a firefighter.
• You thrive on diagnosing root causes, not patching symptoms.
• You can zoom out to design a multi-quarter experience roadmap — and zoom in to rewrite a confusing FAQ.
• You are strong enough to challenge founders and product leaders with user truth — backed by data and clarity.
• You have led CX teams before, but remain hands-on when needed.

• 8–12

• years in Customer Experience, Consumer Operations, Service Design, CX Strategy, or a similar role in consumer-tech

• Proven ownership of:
  • CX strategy
  • Support operations
  • Experience/journey improvements
  • User insights & feedback systems
• Experience in OTT, fin