Customer Experience Lead - Marketing

Job description

**Job Purpose** Lead the enterprise NPS and Customer Advocacy agenda across Aditya Birla Capital by converting customer feedback into measurable business action. The role will strengthen NPS governance, closed-loop feedback, customer journey improvements, and promoter-led advocacy across Lines of Business. **Dimensions** **Dimension** **Remarks** **1** **Detractor recovery, passive uplift, and promoter engagement.** - Build closed-loop feedback processes for detractor recovery, passive uplift, and promoter engagement. **Journey level redesign** - Convert VOC, NPS, complaints, and service insights into journey-level improvement actions with LOB teams. - Create CX dashboards, customer councils, governance rhythms, and leadership review mechanisms. **Customer Advocacy** - Develop customer advocacy, referral, testimonial, and promoter activation programs in partnership with business and marketing teams. **Cross Functional Collaboration & Analytics** - Influence cross-functional teams across CX, service, operations, digital, technology, analytics, marketing, and risk/compliance to deliver measurable customer outcomes. Governance Adoption of CX dashboards, governance forums, and journey redesign action plans across LOBs. **Job Context & Major Challenges** Key challenges for the role: The incumbent will work with senior business and functional leaders to convert customer voice into business action, reduce customer friction, strengthen governance, and build advocacy-led growth. **Principal Accountabilities** **Accountability** Supporting Actions NPS Improvement in relationship NPS, transactional NPS, and journey-level NPS. Detractor recovery Detractor recovery rate, passive uplift, and closed-loop SLA adherence. Track & improve service failure Reduction in repeat complaints, escalations, avoidable service failures, and customer effort Governance forum Adoption of CX dashboards, governance forums, and journey redesign action plans across LOBs. Drive and track Measures of success across LOBs Business impact through improved retention, persistency, referrals, cross-sell, and brand trust. **Job Purpose Of Direct Reports** This primarily an individual contributor role with one team member in a supporting position **Relationships** **Internal:** **Frequency:** **Nature:** COE’s of all LOBS Analytics team COOs across LOBs Regularly Influence action agenda **External:** **Frequency:** **Nature:** Vendor – Litmus Regularly Drive the agenda Industry leading vendors Regularly Learn and apply the knowledge Competition Regularly Cross learnings to become an SME