Customer Journey & Lifecycle Lead- Xiaomi EV

Responsibilities:

• Define and continuously evolve the end-to-end customer journey across direct, agency and distributor channels.

• Establish customer journey standards, key customer moments and experience principles across every stage of the lifecycle.

• Identify customer friction points and lead cross-functional initiatives that improve conversion, satisfaction and operational effectiveness.

• Own customer lifecycle communication strategy, ensuring communications are timely, relevant, accurate and aligned to operational reality.

• Lead the development of customer education programmes that improve understanding, confidence and engagement throughout the ownership journey.

• Establish customer feedback mechanisms and voice-of-customer frameworks to identify opportunities for improvement.

• Partner with functional teams to ensure customer journey considerations are embedded into processes, systems and business decisions.

• Act as the central advocate for the customer, translating customer insights into strategic recommendations and business improvements.

What we're looking for:

• Proven experience leading customer journey, customer experience, lifecycle marketing, customer operations or service design functions.

• Strong understanding of customer behaviour, customer lifecycle management and experience design principles.

• Experience designing and improving end-to-end customer journeys across multiple channels and touchpoints.

• Strong analytical capabilities with the ability to translate customer insights and operational data into actionable improvements.

• Exceptional stakeholder management and influencing skills, with the ability to align teams around customer-centric outcomes.

• Experience leading cross-functional programmes and driving change across complex organisations.

• Comfortable operating in fast-paced, high-growth environments with evolving priorities. • Customer-obsessed, commercially minded and passionate about creating exceptional customer experiences at scale