Drive and institutionalize a structured Voice-of-Customer (VoC) program through the Customer Hour initiative, enabling direct leadership engagement with detractor customers. The role will be responsible for translating customer conversations into actionable insights, identifying systemic gaps, and ensuring end-to-end resolution of customer issues.
This position will play a critical role in embedding customer obsession across leadership layers, improving key experience metrics such as NPS, retention, and service quality, and strengthening feedback-to-action loops across the organization.
KEY RESPONSIBILITIES
Program Design Execution
Design, execute, and scale the Customer Hour initiative for EMC and SLT leadership
Plan and execute monthly Customer Hour sessions, ensuring consistency, quality, and scalability
Facilitate on-ground leadership customer connects as part of on-going field initiatives
Drive structured adoption across business functions and channels
Leadership Enablement
Enable leaders with curated list of detractor customers per session (channel/function-wise) in coordination with DSR team
Prepare comprehensive customer case history (policy details, history, complaint summary) and structured conversation guides with probing points and expected outcomes
Ensure each leader completes minimum 4 customer interactions per quarter and drive adoption across leaders and functions
Action Planning Insight Aggregation
Establish a central repository for all customer issues identified during Customer Hour
Conduct deep-dive analysis of customer feedback (qualitative + quantitative)
Identify root causes across process, system and communication gaps
Translate findings into actionable problem statements for leadership decisions
Issue Resolution Governance
Own end-to-end lifecycle ofof all
📌 Manager - Customer Service (India)
🏢 Axis Max Life Insurance
📍 India
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