Customer Advocate_CCXP Certification, Pune

UL, LLC; Pune District; On-site; INR 1,800,000 - 2,700,000; Full time

Job summary

UL Solutions in Pune is seeking a seasoned Customer Experience Leader to drive cross-functional CX improvements. You will embed Voice of Customer data into decision-making, lead root-cause analysis, and manage action plans across units to enhance customer satisfaction and loyalty.

You will collaborate with regional teams, facilitate workshops, and develop executive-ready reports that quantify business impact and improvements in the end-to-end customer journey.

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.

Responsibilities

• Mobilizes resources across all UL Solutions functions and geographies to identify, prioritize, and resolve customer pain points.
• Leverages VoC insights, complaint data, customer journey analysis, and operational metrics to drive CX improvement initiatives.
• Partners with Leaders to facilitate root cause analysis and manage projects that improve customer outcomes and business performance.
• Acts as customer advocate by ensuring feedback translates into measurable improvements across processes.

Skills

CCXP

PMP

Lean Six Sigma

Stakeholder management

Project management

CX methodologies

Voice of Customer

NPS/CES

Journey mapping

Executive communication

Facilitation

Root cause analysis

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.

• 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.

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

A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.

UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that:

Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.