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.

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:

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

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

Learn and apply the knowledge

Competition

Regularly

Cross learnings to become an SME