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Lead - Product & Customer Experience
- Bangalore (Onsite)
- EdTech (Education Technology)
- Reporting To Product Leadership
About the Company
We are a global EdTech organization transforming learning outcomes for students, educators, and institutions through digital platforms, SaaS solutions, and structured learning systems.
Position Overview
The Lead – Product & Customer Experience will own the quality and scalability of customer-facing product interactions.
This role combines hands-on execution, team development, and system building. You will standardize demos, strengthen feedback loops, and ensure customer insights translate into product and experience improvements.
You will work closely with Product, Operations, and Leadership teams to drive consistency, clarity, and scale.
Key Responsibilities
1. Demo Excellence & Customer Engagement
- Own demo quality and consistency across the team
- Step in for high-impact or complex demos when required
- Standardize demo flows and messaging across user types
2. Team Development & Capability Building
- Mentor and train team members on demos and product understanding
- Build playbooks, guidelines, and best practices
- Enable independent, high-quality execution across the team
3. Customer Feedback & Product Insights
- Build structured feedback capture and categorization systems
- Identify recurring usability gaps and workflow issues
- Translate insights into actionable inputs for Product teams
4. Process & Experience Optimization
- Identify friction points across demos and product usage journeys
- Build SOPs, documentation, and scalable workflows
- Improve demo scripts, help content, and reporting visibility
5. Cross-Functional Alignment
- Work closely with Product and Operations to close feedback loops
- Represent customer insights in product discussions
- Ensure issues are tracked, prioritized, and resolved
Work Style & Expectations
- This role operates primarily in India working hours
- This role may require occasional schedule adjustments to support critical customer interactions across time zones. A strong sense of ownership toward such commitments is expected
What Success Looks Like (6-12 Months)
- Consistent, high-quality demos across the team
- Standardized demo frameworks and reusable playbooks
- Structured feedback system with clear insights
- Improved team capability and reduced dependency on interventions
- Strong contribution to product improvements through customer insights
Qualifications
- 4 to 6 years of experience in EdTech, SaaS, Customer Experience, or Product-facing roles
- Strong experience in product demos and customer interactions
- Experience building processes, frameworks, or structured systems
- Experience mentoring or guiding team members
- Strong communication and analytical skills
Preferred
- Experience working closely with Product teams
- Familiarity with CRM or workflow tools
- Exposure to education or school workflows
Core Competencies
Structured thinking and ownership
Strong communication and stakeholder management
Balance of execution and system building
Coaching and team development
Attention to detail and accountability
Important Note
This is not a purely managerial role. The expectation is to lead through hands-on involvement, system building, and team enablement.
Equal Opportunity Employer
We are committed to diversity, equity, and inclusion. Applications are welcome from candidates of all backgrounds and experiences.
