Date: 10 Jul 2026
Location:
Mumbai, MUM-KND-AFS(AD), IN
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.
Track movement of dealers across CXHI categories:
Provide insights that support dealer CX governance and improvement planning.
2. Product Segment CX Intelligence
Act as the CX intelligence lead for the assigned product segment (PV / BeV / CV) by analysing:
customer complaint trends
NPS feedback patterns
product-specific CX issues
dealer performance variation.
Identify product-specific CX improvement opportunities.
3. VOC Analytics & Insight Generation
Analyse VOC data from sources such as:
contact center complaints
customer surveys
NPS verbatims
dealer escalations
social media feedback.
Identify:
recurring customer issues
emerging dissatisfaction themes
journey breakpoints
systemic CX problems.
Develop analytical RCA hypotheses which will be validated through Process Excellence ground investigations.
4. Support Process Transformation
Provide analytical support to Process Excellence and Journey Transformation teams by:
identifying root cause patterns
highlighting systemic CX issues
supporting diagnosis of process gaps
tracking impact of process improvements.
5. Dealer Performance Intelligence
Analyse dealer performance across the assigned product segment including:
dealer CXHI ranking
complaint trends
conversion performance
regional variations.
Support CX Performance & Governance team in identifying:
bottom quartile dealers
priority dealers for intervention
improvement opportunities.
6. Transformation KPI Tracking
Track impact of CX initiatives on key transformation KPIs including:
complaints per 1000 vehicles
repeat complaint rate
test drive to booking conversion
process adherence scores.
Provide insights on whether CX initiatives are delivering measurable impact.
7. Leadership Reporting
Support preparation of CX leadership review dashboards for the assigned product segment including:
CXHI trends
VOC insights
dealer performance insights
key CX risks and improvement opportunities.
Ensure reports are clear, concise and decision-oriented.
8. CXHI System Development Support (Year 1)
During the initial rollout phase of CXHI, the role will support:
validation of CXHI data integration
testing of CXHI calculation logic
dashboard validation
pilot performance validation.
Ensure accuracy and reliability before national rollout.
Key Deliverables
CXHI performance insights
product-specific CX intelligence reports
VOC trend analysis
dealer CX performance insights
transformation KPI tracking.
Experience
5–8 years experience in:
business analytics
customer analytics
CX analytics
consulting
retail / automotive analytics.
Education
MBA / Engineering / Data Science / Statistics preferred.
Key Skills
data analytics and interpretation
CX performance analytics
dashboard tools (Power BI / Tableau)
SQL / advanced Excel
structured problem solving
business storytelling with data.
Job Segment: Engineer, Automotive, Engineering
