Designation:
Location: India Maharashtra ABFSSL,OneIndiaBullsCen Mumbai

Organization: Financial Services
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.

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- Dimensions:
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- Dimension

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- Remarks

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- 1

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- Detractor recovery, passive uplift, and promoter engagement.
- Build closed-loop feedback processes for detractor recovery, passive uplift, and promoter engagement.

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- 2.

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- 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.

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- 3.

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- Customer Advocacy
- Develop customer advocacy, referral, testimonial, and promoter activation programs in partnership with business and marketing teams.

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- 4.

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- Cross Functional Collaboration & Analytics
- Influence cross-functional teams across CX, service, operations, digital, technology, analytics, marketing, and risk/compliance to deliver measurable customer outcomes.
- 5.
- 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:
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- 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,

📌 Customer Experience Lead (Maharashtra)
🏢 Aditya Birla Group
📍 Maharashtra