Strategic Programme Manager – Customer Experience

About the role

Tech Mahindra is seeking a Strategic Programme Manager to lead its Customer Experience initiatives for a fintech engagement. The role focuses on designing, scaling, and improving digital customer experiences through content, self‑service journeys, AI, and automation.

Key responsibilities

• Own and drive programmes covering help‑center strategy, knowledge and education content, customer community, and self‑serve journeys.
• Identify and close content gaps, improve searchability, and enhance overall help‑center usability.
• Develop digital content strategies that accelerate customer outcomes and reduce support effort.
• Build and optimise self‑serve journeys to lower customer effort and improve issue resolution.
• Partner with cross‑functional teams to launch AI‑driven solutions such as intelligent guidance, workflow automation, chatbots, and content recommendations.
• Analyse usage data, deflection opportunities, search behaviour, and feedback to prioritise improvements.

Required profile

• Proven experience in Customer Experience programme management.
• Strong perspective on how digital content, self‑service, AI, and automation can be combined to improve outcomes.
• Ability to lead through influence and coordinate across Support, Customer Success, Product, Engineering, Marketing, Data, and RevOps.
• Individual contributor mindset with no direct reports.

Required skills