Senior Manager - Customer Insights

Axis Max Life Insurance Limited; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Axis Max Life Insurance Limited seeks a customer insights leader to drive Voice of Customer (VoC) and Net Promoter Score (NPS) across key customer journeys, owning Digital NPS (DNPS) and Relationship NPS (RNPS) governance and reporting.

The incumbent will translate customer feedback into actionable business recommendations, partnering with Operations, Digital, Product, Technology, Distribution and Marketing to improve experience, loyalty, retention, and advocacy.

Qualifications

• Experience in VoC/NPS programs and customer journey measurement.
• Strong skills in research design and data analysis.
• Ability to translate insights into actionable business recommendations.
• Stakeholder management and governance experience.

Responsibilities

• Drive DNPS/RNPS governance and reporting.
• Lead end-to-end DNPS and RNPS across key journeys.
• Collaborate with Operations, Digital, Product, Technology, Distribution and Marketing.
• Provide senior leadership with actionable customer insights.

Skills

VoC Management

NPS

Research methodologies

Survey design

Customer analytics

Data visualization

Stakeholder management

Program governance

Executive reporting

Job description

This role will be responsible for driving the organization's Voice of Customer (VoC) and Net Promoter Score (NPS) agenda across key customer journeys and relationship measures. The role will lead end-to-end management of Digital NPS (DNPS), Relationship NPS (RNPS), governance and reporting, and any other key customer research initiatives.

The incumbent will act as the custodian of customer feedback intelligence, translating customer insights into actionable business recommendations that improve customer experience, loyalty, retention, and advocacy. The role requires strong expertise in research methodologies, survey design, customer analytics, data visualization, stakeholder management, program governance, and senior leadership reporting.

The individual will closely partner with Operations, Digital, Product, Technology, Distribution, and Marketing teams to ensure customer feedback is systematically measured, analyzed, and converted into tangible business outcomes.