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.
Dimensions:
Dimension
Remarks
1
Detractor recovery, passive uplift, and promoter engagement.
Build closed-loop feedback processes for detractor recovery, passive uplift, and promoter engagement.
2.
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.
3.
Customer Advocacy
Develop customer advocacy, referral, testimonial, and promoter activation programs in partnership with business and marketing teams.
4.
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:
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