Lead Customer Advocacy

3 days ago

Mumbai, India Aptia Group Full time

Roles & Responsibilities:


Map all of the underlying operational data - volumetric, qualitative, people/capacity measures, effort and time tracking, timeliness and customer measures, etc

Draw insights from the data you see so that COO’s and Operations management derive a deeper understanding of their operations

Find areas of improvement to make teams more efficient

Coach ops mgmt. layers on best practices in operations management.


Desired Skills:


Proven Leadership in Customer Experience:

  • Demonstrated success in leading and managing Customer Experience (CX) initiatives, with a strong focus on advocacy and customer satisfaction.
  • Extensive experience in building, executing, and sustaining CX projects on the Qualtrics platform.

Continuous Improvement Expertise:

  • In-depth knowledge and experience in running continuous improvement (CI) projects, including Voice of the Customer (VOC) initiatives.
  • Proven track record of delivering CI projects utilizing methodologies such as Lean and Six Sigma, with measurable outcomes and improvements.

Technical Proficiency:

  • Strong technical skills in automation and data analysis, with proficiency in Python programming for developing and implementing automation solutions.
  • Familiarity with data visualization and reporting tools to effectively communicate insights and drive decision-making.

Strategic Thinking and Problem Solving:

  • Exceptional strategic thinking skills, with the ability to identify opportunities for improvement and develop actionable plans to enhance customer engagement and satisfaction.
  • Strong analytical and problem-solving abilities to address complex customer experience challenges.

Cross-Functional Collaboration:

  • Proven ability to collaborate effectively with cross-functional teams, including marketing, product development, and operations, to align CX strategies with business objectives.
  • Excellent interpersonal and communication skills to engage stakeholders at all levels and foster a customer-centric culture.
  • Interacted with senior stakeholders offshore/onshore and having influenced them on difficult/intricate/high value adding topics/issues/agenda

Project Management Skills:

  • Strong project management capabilities, with experience in leading projects from conception through execution and evaluation.
  • Ability to manage multiple projects simultaneously while ensuring timely delivery and adherence to quality standards.

Customer-Centric Mindset:

  • A deep understanding of customer needs and behaviors, with a passion for advocating for the customer within the organization.
  • Commitment to fostering a customer-first culture that prioritizes customer satisfaction and loyalty.

Change Management:

  • Experience in leading change management initiatives to drive adoption of CX strategies and improvements across the organization.
  • Ability to inspire and motivate teams to embrace change and continuously seek ways to enhance the customer experience.

Experience & Qualification:


Over 8 yrs of relevant experience in Manager Customer Experience/ Advocacy

Exposure to leading edge operational management methodologies and controls

Exposure to ‘commercial imperatives’ that drives the business

Modern VOC (Voice of Customer) methods like Net Promoter Scores and other Client Satisfaction measures.

Time and exposure to senior operations management in the company including exposure to Regional COO’s and Group COO

Exposure to some modern, hi-tech data management and business intelligence technologies

Proficiency in working with Qualtrics

Dexterity with working with large, ambiguous data sets

Proficiency with operational metrics and parameters

Experience with Dash-boarding and usability

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