IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world.We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian spanet. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.
Role Purpose
The CX Digital & App Manager will own and drive customer experience outcomes across IndiGo’s digital platforms, with a primary focus on the mobile app and digital self‑service journeys. The role will act as a bridge between CX, Digital/Product, Technology, and Operations to ensure seamless, stable, and customer‑centric digital experiences, including support during releases and disruptions.
Key Responsibilities
Digital CX Ownership
- Own end‑to‑end CX performance for mobile app and digital channels (pre‑travel, booking, manage booking, disruptions, post‑travel)
- Track and improve digital NPS, CES, containment, and deflection metrics
- Act as the CX SPOC for app‑related enhancements, issues, and defect prioritization
App & Product Collaboration
- Work closely with Digital/Product and Technology teams on:
- Feature enhancements
- Bug fixes and defect RCA
- Release validation from a CX lens
- Lead and support UAT activities, including scenario validation, defect sign‑off, and CX readiness prior to releases
- Participate in pre‑release sign‑offs and post‑release monitoring, ensuring CX stability
- Ensure CX requirements are embedded early in product design and development cycles
Disruption & Communication Experience
- Support digital journeys during IRROPS, schedule changes, and large‑scale disruptions
- Validate customer communication flows across all digital channels (app, WhatsApp, email, notifications)
- Ensure clarity, consistency, and reduced customer anxiety during disruption scenarios
Stakeholder Management
- Liaise with:
- Contact Center teams
- Digital & Product teams
- Operations and Commercial stakeholders
- Support leadership with CX insights, dashboards, decks, and business cases
Analytics & Insights
- Analyze customer feedback, app reviews, NPS verbatims, and complaint trends
- Convert insights into actionable product and process improvements
- Track post‑implementation impact and close the loop with stakeholders
Key Skills & Competencies
Functional Skills
- Strong understanding of digital CX, mobile app journeys, and self‑service ecosystems
- Experience working with product, tech, and agile teams
- Familiarity with NPS, containment, deflection, and digital adoption metrics
- Ability to articulate clear CX requirements and business justifications
Behavioral Skills
- Strong stakeholder management and communication skills
- High ownership with a bias for action
- Ability to operate in fast‑paced, cross‑functional environments
- Customer‑first mindset balanced with business pragmatism
Experience & Qualifications
Work Requirements
- Ability to support UAT cycles, releases, and critical CX events
- Flexibility to work rotational shifts, including early mornings, late evenings, or weekends as required for releases, disruptions, or operational support
Success Measures
- Improvement in digital NPS and customer effort scores
- Reduction in digitally driven complaints and escalations
- Stable, friction‑free app releases from a CX standpoint
- Strong and visible CX representation in digital product decisions
Additional information
At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.
IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., xxxgoindigo.in). Please report any fake job offer to eco.goindigo.in
At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’
