Customer Experience Lead - Marketing
Aditya Birla GroupRole Overview
Aditya Birla Group is hiring a Customer Experience Lead - Marketing. This is a full-time role in IN. Part of Aditya Birla Group's Risk hiring, posted today. applications are still in the early window, before most candidates have applied. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
Designation:
Location: India Maharashtra ABFSSL,OneIndiaBullsCen Mumbai
Organization: Financial Services
Job Description
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, 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
Learn and apply the knowledge
Competition
Regularly
Cross learnings to become an SME
Frequently Asked Questions
How do I apply for the Customer Experience Lead - Marketing position at Aditya Birla Group?
Use the Apply button above to submit your application directly to Aditya Birla Group. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Customer Experience Lead - Marketing position at Aditya Birla Group located?
This position is based in IN. Aditya Birla Group has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Customer Experience Lead - Marketing at Aditya Birla Group earn?
Aditya Birla Group has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Customer Experience Lead - Marketing role at Aditya Birla Group posted?
This role was posted on June 22, 2026 (today). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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