Job Description

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.