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 : -
- 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 : **-

- 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, and customer effort
- Governance forum
- Adoption of CX dashboards, governance forums, and journey redesign action plans

across LOBs.

- Drive and track Measures of success across LOBs
- Business impact through improved retention, persistency, referrals, cross-sell, and

brand trust.

- Job Purpose of Direct Reports :

- This primarily an individual contributor role with one team member in a supporting position

- Relationships : - Internal : Frequency : Nature :

- COE’s of all LOBS

Analytics team

COOs across LOBs

- Regularly
- Influence action agenda

- External : Frequency : Nature :

- Vendor - Litmus
- Regularly
- Drive the agenda
- Industry leading vendors
- Regularly- Competition
- Regularly
- Cross learnings to become an SME

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