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.

Qualifications

• 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.
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