Customer Experience Consultant — Journey & Service Quality
You can still review the qualifications and submit a general expression of interest for future opportunities.
Audit, elevate, and design end-to-end member journeys across digital touchpoints, seva fulfillment, and devotional engagement.
01About SattvaLok
SattvaLok is a mission-driven technology platform dedicated to bridging the depth of timeless Sanatan wisdom, Indian Knowledge Systems (IKS), and cultural heritage with modern digital architecture. Unlike conventional content portals or superficial aggregators, SattvaLok builds high-integrity knowledge engines, research-backed digital archives, and responsible AI-powered discovery platforms. We adhere to rigorous standards of textual authenticity, epigraphical accuracy, and cultural nuance. Our interdisciplinary team unites software engineers, AI/RAG researchers, Vedic scholars, Sanskritists, and creative storytellers to create digital experiences that are trustworthy, inspiring, and globally accessible.
02About the Opportunity
Ensuring an authentic, seamless, and deeply reverent experience across all member touchpoints is central to SattvaLok's long-term trust. As a Customer Experience Consultant, you will examine every stage of the member journey—from initial landing and knowledge reading to booking sacred rituals, receiving prasadam, and participating in satsang. You will identify emotional friction points, establish service quality benchmarks, and train frontline teams to deliver authentic, heartfelt service.
03Responsibilities & Scope of Contribution
- →Map and continuously audit the end-to-end customer journey across web, mobile, and physical fulfillment touchpoints.
- →Define Customer Experience (CX) metrics, Net Promoter Score (NPS) mechanisms, and voice-of-customer feedback loops.
- →Conduct mystery shopping and service audits for temple seva bookings, consultations, and customer support queues.
- →Design standard operating procedures (SOPs) and empathetic communication playbooks for frontline support and field coordinators.
- →Collaborate with product designers and engineers to streamline UI flows, checkout processes, and booking status visibility.
- →Present quarterly CX insights and transformation roadmaps to executive leadership.
04Qualifications & Required Skills
Required Qualifications
- ✓3+ years of experience leading CX strategy, service design, or customer journey optimization in consumer tech or premium hospitality.
- ✓Strong analytical proficiency in measuring customer sentiment, churn reduction, and CSAT/NPS optimization.
- ✓Exceptional communication, presentation, and process documentation capabilities.
- ✓In-depth appreciation for the emotional, spiritual, and cultural context of Indian devotional traditions.
Key Skills & Technologies
Preferred / Desirable Skills
- ★Background in luxury travel, pilgrimage hospitality, or high-touch concierge services.
- ★Hands-on experience with modern CX platforms (Qualtrics, Sprinklr, Zendesk Explore).
- ★Six Sigma, Design Thinking, or Customer Journey Mapping certifications.
05Candidate Privacy Notice (DPDP Act, 2023)
Transparent Personal Data Processing:
Candidate personal data provided during application is collected and processed solely for recruitment evaluation, role matching, and communication in compliance with the Digital Personal Data Protection Act, 2023.
We do not collect unnecessary sensitive data (such as Aadhaar, PAN, or financial details) during initial applications. You may request correction or deletion of your candidate record at any time by contacting [email protected].
06Frequently Asked Questions
Q: Is this a consulting or full-time position?
We offer this role primarily on an advisory or fractional consulting retainer with flexible commitments.
Q: What is the primary objective of this role?
To transform our service delivery from functional transactions into deeply memorable, authentic, and reverent devotee journeys.
Q: Will I work directly with tech and operations teams?
Yes, you will collaborate closely with product managers, UX designers, temple operations coordinators, and support leads.
Q: Can I take this up alongside other non-competing consulting projects?
Yes, provided there are no conflicts of interest with direct spiritual tech platforms.
Q: How is success measured?
Success is gauged by improvements in member NPS, reduction in support escalations, and successful implementation of service playbooks.
Stay Connected For Future Opportunities
Hiring for Customer Experience Consultant — Journey & Service Quality is currently closed. Introduce yourself to be considered when matching opportunities open.
Submit General Expression of Interest