Manager- Data Analytics & Insights
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Manager\- Data Analytics \& Insights
**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
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