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![Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] logo](/_next/image?url=https%3A%2F%2Fcrustdata-media.s3.us-east-2.amazonaws.com%2Fcompany%2Fa3868cec5487dd4eb2ed50df1a3f32b4184ba6cf98f891fec13af2dd237fd88c.jpg&w=96&q=75){kind=small}
Mumbai, Maharashtra, India • On-site
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The role is responsible for monitoring and analyzing customer experience performance using CXHI and VOC insights to drive actionable improvements. It involves collaborating with cross-functional teams to identify systemic process gaps and tracking the impact of CX initiatives on key KPIs.
Candidates should have 5-8 years of experience in business, customer, or CX analytics, preferably within the retail or automotive sectors. A postgraduate degree in MBA, Engineering, Data Science, or Statistics is preferred.
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:
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.
Monitor and analyse CXHI performance for the assigned product segment including:
Track movement of dealers across CXHI categories:
Provide insights that support dealer CX governance and improvement planning.
Act as the CX intelligence lead for the assigned product segment (PV / BeV / CV) by analysing:
Identify product-specific CX improvement opportunities.
Analyse VOC data from sources such as:
Identify:
Develop analytical RCA hypotheses which will be validated through Process Excellence ground investigations.
Provide analytical support to Process Excellence and Journey Transformation teams by:
Analyse dealer performance across the assigned product segment including:
Support CX Performance & Governance team in identifying:
Track impact of CX initiatives on key transformation KPIs including:
Provide insights on whether CX initiatives are delivering measurable impact.
Support preparation of CX leadership review dashboards for the assigned product segment including:
Ensure reports are clear, concise and decision-oriented.
During the initial rollout phase of CXHI, the role will support:
Ensure accuracy and reliability before national rollout.
5–8 years experience in:
MBA / Engineering / Data Science / Statistics preferred.
Capable People, Real Experiences
A USD 19.4 billion multinational group based in Mumbai, India, Mahindra provides employment opportunities to over 256,000 people across 100 countries. Mahindra operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, financial services and vacation ownership. In addition, Mahindra enjoys a strong presence in the agribusiness, aerospace, components, consulting services, defence, energy, industrial equipment, logistics, real estate, retail, steel, commercial vehicles and two wheeler industries. The Automotive and Farm Equipment Business is the largest contributor of the Mahindra Group’s revenue. With 30,000+ full time employees spread across 20 locations, Mahindra has a strong presence in India. Further it propels an entire manufacturing ecosystem of 1,200 suppliers and 3,500 dealers, thereby creating direct and indirect employment for over 200,000 individuals. Our Farm Equipment business is the number 1 tractor company in the world by volume. In addition to our focus on maintaining a leading position in the core tractor mechanization business, we strive to deliver on our aspiration of “Farm Tech Prosperity” thus enabling our customers and our communities to RISE. Our Automotive business is a full-range mobility player with a presence in almost every segment of the automobile industry. Our product portfolio ranges from world class SUVs, premium luxury UVs, sedans, pick-ups, light, medium and heavy commercial vehicles to three-wheelers. All these cater to a diverse customer base spanning across rural and semi-urban customers. Leveraging our growing dominance, domestic & international market penetration and recent strategic acquisitions, we aim to provide world class exeperience to our customers and team members.
Offices: Mahindra Towers, Akurli Road,, Mumbai, Maharashtra 400101, IN
![Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] logo](/_next/image?url=https%3A%2F%2Fcrustdata-media.s3.us-east-2.amazonaws.com%2Fcompany%2Fa3868cec5487dd4eb2ed50df1a3f32b4184ba6cf98f891fec13af2dd237fd88c.jpg&w=48&q=75){kind=small}
