Job Requirements
Job Title:
VOC Program Analyst

Department/Function:
Customer Experience

Job Purpose
As a Voice of Customer (VOC) Program Analyst in the Customer Experience Program Team, based at Airoli, Mumbai, you will be responsible for analyzing customer feedback, driving service recovery initiatives, and supporting mystery shopping programs. Your role is critical in identifying actionable insights, reducing customer effort, and enhancing customer experience across various product onboarding journeys and servicing across touchpoints.

Role & Responsibilities
- Responsible to drive the VOC program of X’score surveys, mystery audits, QR code feedback and all other Adhoc Customer Insight initiatives/projects to improve the overall CX across business segments (RA, RL & CC) and customer touchpoints.
- Preparing key insights, detractor analysis/call listening and actions for monthly BH and CS Connects to drive improvements and work with businesses to improve X’scores.
- Onboarding of recent products into the CX Feedback Program.




- Work with business teams and CX enablers (CDC teams, CX champs, SQ, training, IT, Digital Transformation, etc.) to strengthen CX measurement, bring sustainable improvements in CX and reduce customer friction (detractors).
- Share periodic analysis of X'score response data with business units and track follow-up actions.
- Define and implement the service recovery process, identifying insights and improvement areas for business teams.
- Drive measurements and improvements on survey triggers, response rate, X’score and Service Recovery effectiveness.
- Monitor rebuttals and actions taken by channels and drive performance tracking of mystery shopping outcomes.
- Preparation and reporting of daily, weekly, and monthly J X’Score and X’ Score data and corresponding trends & insights.
- Mystery Shopping Aadhar and SQ Audit (Urban, Rural, LC and CDC) – developing checklist, report tracking and distribution, liaising with mystery audit vendor and inte

📌 VOC Program Analyst (Navi Mumbai)
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