Manager- Data Analytics & Insights

Company:

Mahindra & Mahindra Ltd Role Purpose The Manager – CX Intelligence will be responsible for monitoring, analysing and interpreting customer experience performance for the assigned product segment, using CXHI (Customer Experience Health Index), VOC insights and operational performance metrics. The role will convert CX data into actionable insights that enable: CX performance governance identification of customer experience risks dealer improvement actions systemic process improvements. The role will work closely with Process Excellence, Journey Transformation, Capability, Audit and Contact Center teams to ensure that customer feedback and CX performance data translate into measurable CX improvements. Key Responsibilities 1. CX Performance Governance (CXHI Monitoring) Monitor and analyse CXHI performance for the assigned product segment including: CXHI score trends dealer CX ranking regional performance comparisons bottom quartile dealer identification. Tr...