Customer Advocate_CCXP Certification Professional

UL Solutions; Pune District; Hybrid; INR 2,000,000 - 3,000,000; Full time

Job summary

UL Solutions seeks a senior Customer Experience leader to mobilize resources across functions and geographies, driving CX improvements from VOC insights and journey analysis. You will partner with leaders to manage root cause analyses and action plans that improve customer outcomes and business performance.

You will facilitate workshops, analyze feedback and operational data, and translate insights into measurable initiatives, while maintaining executive-level communications and dashboards.

Qualifications

• BA/BS and/or equivalent relevant experience.
• CCXP, PMP, Lean Six Sigma, or related certification strongly preferred.
• 6+ years experience in leading cross-functional projects and driving CX improvements.
• Experience managing multiple stakeholders and influencing outcomes without direct authority.
• Knowledge of company policies to improve customer engagement.
• Strong project management including planning, execution, risk management, and change management.
• Understands CX methodologies: NPS, CES, VoC, journey mapping, root cause analysis, closed-loop feedback.
• Experience facilitating workshops and cross-functional team discussions.
• Ability to analyze feedback, survey results, and operational data to identify trends.
• Experience translating insights into measurable improvement initiatives.

Responsibilities

• Act as a customer experience champion, embedding VoC insights into processes and decisions.
• Partner with cross-functional teams to address CX pain points through structured improvement initiatives.
• Lead CX improvement projects from discovery through implementation with milestones and risks.
• Ensure voice of the customer is integrated into improvement, design, and operations.
• Be the primary contact for customer complaints via surveys, feedback channels, calls, and emails; respond within SLAs.
• Analyze feedback, complaint trends, journey insights to identify systemic issues and opportunities.
• Facilitate root cause analysis and work with stakeholders on corrective actions.
• Document feedback, root causes, actions, status, and outcomes in Salesforce and reporting systems.
• Develop CX action plans with ownership, milestones, deliverables, risks, and business impact measures.
• Drive improvements across end-to-end customer journey with regional and functional leaders.
• Support journey mapping, service blueprinting, and other CX methodologies to identify friction points.
• Lead cross-functional workshops to build alignment and accountability for improvements.
• Communicate progress, risks, and outcomes to management via executive-ready reports and presentations.
• Develop monthly/quarterly management reports measuring impact of CX improvements and complaint reductions.
• Participate in accreditation audits and demonstrate compliance with UL Solutions processes.

Skills

CX leadership

Stakeholder mgmt

Project management

Voice of Customer

Data analysis

Workshop facilitation

Executive communication

Process improvement

Root cause analysis

Change management

Education

BA/BS or equivalent

Tools

Salesforce

Job description

Mobilizes resources across all UL Solutions functions and geographies to proactively identify, prioritize, and resolve customer pain points that impact the delivery of services, customer satisfaction, and loyalty. Leverages Voice of Customer (VoC) insights, complaint data, customer journey analysis, and operational metrics to drive cross-functional customer experience improvement initiatives. Partners with Business Unit, Regional, and Functional Leaders to facilitate root cause analysis, develop action plans, and manage projects that improve customer outcomes and business performance. Serves as a customer advocate by ensuring customer feedback is translated into measurable improvements across processes, systems, and customer touchpoints.

Qualifications

• BA/BS and/or equivalent relevant experience
• CCXP, PMP, Lean Six Sigma, or related certification strongly preferred
• 6+ years experience in leading cross-functional projects and driving customer experience improvements in a complex environment
• Experience managing multiple stakeholders and influencing outcomes without direct authority
• Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer engagement
• Strong project management skills, including planning, execution, risk management, stakeholder alignment, and change management
• Understands and can teach CX methodologies and tools, including NPS, CES, VoC programs, customer journey mapping, root cause analysis, and closed-loop feedback systems
• Experience facilitating workshops, action planning sessions, and cross-functional team discussions
• Ability to analyze customer feedback, survey results, operational data, and business metrics to identify trends and drive informed decision-making
• Experience identifying customer pain points and translating insights into measurable improvement initiatives
• Demonstrated ability to drive accountability and follow-through across multiple business functions
• Excellent communication, presentation, and storytelling skills with the ability to tailor messages to executive and operational audiences
• Strong listening and facilitation skills that encourage collaboration and remove barriers to progress
• Exceptional problem-solving, organizational, and critical-thinking abilities
• Experience creating executive presentations, dashboards, status reports, and customer experience performance measurements
• Detailed knowledge of company policies, practices, and procedures that can be leveraged to improve customer engagement and operational effectiveness
• Experience conducting customer journey mapping, process improvement, customer research, and Voice of Customer analysis preferred

#LI-Hybrid

• Act as a customer experience champion, embedding Voice of Customer insights into business processes, decision-making, and continuous improvement activities.
• Partner with cross-functional teams to identify, prioritize, and address customer experience pain points through structured improvement initiatives.
• Lead customer experience improvement projects from discovery through implementation, ensuring milestones, risks, dependencies, and outcomes are effectively managed.
• Assure that the organization integrates the voice of the customer into improvement, design, and operational activities
• Acts as the primary point of contact for customer complaints submitted through Voice of Customer surveys, customer feedback channels, incoming calls, and emails; responds within established service-level expectations.
• Analyzes customer feedback, complaint trends, survey results, operational data, and journey insights to identify systemic issues and opportunities for improvement.
• Facilitates root cause analysis sessions and works with business stakeholders to develop corrective and preventive actions that address recurring customer issues.
• Documents customer feedback, root causes, actions, project status, and outcomes in Salesforce and applicable reporting systems.
• Develops and manages customer experience action plans, tracking ownership, milestones, deliverables, risks, and business impact measures.
• Partners with Business Units, Regional Teams, and Functional Leaders to drive customer-focused improvements across the end-to-end customer journey.
• Supports customer journey mapping, service blueprinting, and other CX methodologies to identify friction points and improvement opportunities.
• Facilitates cross-functional workshops and stakeholder discussions to build alignment, consensus, and accountability for customer experience improvements.
• Communicates customer feedback, insights, project progress, risks, and outcomes to management and stakeholders through executive-ready reports and presentations.
• Develops monthly and quarterly management reports that measure the effectiveness of customer experience improvements, complaint reduction efforts, and action plan progress.
• Participates in accreditation audits and demonstrates compliance with UL Solutions Customer Complaint Handling and customer feedback management processes.