Client Experience Transformation Lead

Role: Business Manager - CX Strategy

About the Role:

The customer's journey with Traya is a sequence of dozens of touchpoints — calls, WhatsApp, app, email, offline stores — each one either building trust or eroding it. This role exists to own that end-to-end experience: to make every touchpoint sharper, identify where it's leaking, and drive fixes through the tech team via our CRM.

You will sit at the centre of Traya's CX function and act as the connective tissue between hair coaches, doctors, QA, product, and tech. You will define what good looks like at each touchpoint, prioritise what to fix, and ship.

Key Responsibilities:

Customer Touchpoint Ownership

• Own the full map of customer touchpoints across the lifecycle — onboarding calls, follow-ups, doctor consults, WABA flows, app notifications, NPS surveys, and offline store interactio...