Role Purpose
The Manager – CX Intelligence will be responsible for monitoring, analysing and interpreting customer experience performance for the assigned product segment, using CXHI (Customer Experience Health Index), VOC insights and operational performance metrics.
The role will convert CX data into actionable insights that enable:

CX performance governance
identification of customer experience risks
dealer improvement actions
systemic process improvements.

The role will work closely with Process Excellence, Journey Transformation, Capability, Audit and Contact Center teams to ensure that customer feedback and CX performance data translate into measurable CX improvements.

Key Responsibilities
CX Performance Governance (CXHI Monitoring)
Monitor and analyse CXHI performance for the assigned product segment including:

CXHI score trends
dealer CX ranking
regional performance comparisons
bottom quartile dealer identification.

Track movement of dealers across CXHI categories:
Provide insights that support dealer CX governance and improvement planning.




Product Segment CX Intelligence
Act as the CX intelligence lead for the assigned product segment (PV / BeV / CV) by analysing:

customer complaint trends
NPS feedback patterns
product-specific CX issues
dealer performance variation.

Identify product-specific CX improvement prospects.
VOC Analytics & Insight Generation
Analyse VOC data from sources such as:

contact center complaints
customer surveys
NPS verbatims
dealer escalations
social media feedback.

Identify:

recurring customer issues
emerging dissatisfaction themes
journey breakpoints
systemic CX problems.

Develop analytical RCA hypotheses which will be validated through Process Excellence ground investigations.
Support Process Transformation
Provide analytical support to Process Excellence and Journey Transformation teams by:

identifying root cause patterns
highlighting systemic CX issues
supporting diagnosis of process gaps
tracking impac

📌 Manager Data Analytics Mumbai (India)
🏢 Mahindra & Mahindra
📍 India