Customer Experience Lead

About the role

The Customer Experience Lead will drive the enterprise NPS and Customer Advocacy agenda for Aditya Birla Capital. The role converts customer feedback into measurable business actions, strengthens governance, and builds advocacy‑led growth across all lines of business.

Key responsibilities

• Design and operate closed‑loop feedback processes for detractor recovery, passive uplift, and promoter engagement.
• Translate VOC, NPS, complaints and service insights into journey‑level improvement actions with LOB teams.
• Create and maintain CX dashboards, customer councils, governance rhythms and leadership review mechanisms.
• Develop customer advocacy, referral, testimonial and promoter activation programmes in partnership with marketing.
• Influence cross‑functional teams across CX, service, operations, digital, technology, analytics, marketing and risk/compliance to deliver measurable outcomes.
• Lead governance forums, adopt CX dashboards and ensure journey redesign action plans are executed across LOBs.
• Track NPS improvement, detractor recovery rates, repeat complaints and service failure metrics.

Required profile

• Proven experience working with senior business and functional leaders to turn voice of customer into action.
• Strong analytical mindset with ability to build governance structures and dashboards.
• Excellent cross‑functional collaboration and influencing skills.
• Ability to drive measurable business impact through improved retention, referrals and cross‑sell.

Required skills

What we offer

• Opportunity to shape customer experience strategy at a leading financial services group.
• Collaborative environment with senior stakeholders across the organization.