Senior Manager – VOC & Customer Insights

Lk Ea; Mumbai; On-site; INR 3,000,000 - 5,000,000; Full time

Benefits offered by this job

Total Rewards program

Career growth opportunities

Health and wellness benefits

Job summary

Schneider Electric is seeking a Senior Manager VOC & Customer Insights in Mumbai to drive the VOC framework and translate feedback into actionable CX improvements. You will lead platform governance, dashboards, and stakeholder collaboration across multiple business units.

The role focuses on VOC analytics, survey design, and omni-channel feedback integration to enable data-informed decisions and performance enhancements.

Qualifications

• BE/B.Tech (MBA preferred).
• 5–8 years in VOC/Customer Insights/Analytics or related areas.
• Experience with NSS/NPS/CSAT and VOC programs.
• Experience with VOC/survey platforms, CRM, dashboards and customer analytics.

Responsibilities

• Establish and govern the end-to-end VOC framework across key Customer touchpoints.
• Manage customer listening programs (NSS, NPS, CSAT) and feedback mechanisms.
• Define survey methodology, triggers, sampling, frequency and channels.
• Improve VOC coverage and feedback quality.

Skills

VOC analytics

Cross-functional stakeholder mgmt

Data analysis

Customer insights

NSS/NPS/CSAT management

Education

B.E./B.Tech

MBA (Preferred)

Tools

VOC platforms

CRM systems

Dashboards

Customer analytics tools

Job description

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India. We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.

JOB PURPOSE:

Drive the Voice of Customer(VOC) framework to systematically capture, analyse and translate Customer feedback into actionable insights. Lead development and governance of the VOC platform and Customer listening mechanisms across key touchpoints, enabling data-driven actions and continuous improvement in Customer Experience.

Position Title: Senior Manager VOC & Customer Insights

QUALIFICATION & EXPERIENCE:

B.E./B.TECH (MBA (Preferred))

EXPERIENCE:

5–8 years of experience in Voice of Customer, Customer Experience, Customer Insights/Analytics or related areas. Experience in managing NSS/NPS/CSAT and other VOC programs. Experience with VOC/Survey platforms, CRM, dashboards and Customer analytics. Strong analytical and cross-functional stakeholder Management skills. Manufacturing/B2B industry experience preferred

KEY RESPONSIBILITIES:

VOC Framework & Customer

• Establish and govern the end-to-end VOC framework across key Customer touchpoints.
• Manage Customer listening programs including NSS, NPS,CSAT and other feedback mechanisms.
• Define survey methodology, triggers, sampling, frequency and feedback channels.
• Improve VOC coverage, response effectiveness and quality of Customer feedback.

VOC Platform & Digital Enablement

• Lead business requirements for development and enhancement of the VOC platform, including survey journeys, workflows, triggers, automation and dashboards.
• Partner with Digital and solution providers for platform implementation and enhancements.
• Enable omnichannel feedback collection across email, WhatsApp, telephonic and digital touchpoints.
• Drive adoption of capabilities such as Customer verbatim analysis, thematic classification, sentiment analysis and AI enabled Customer feedback analytics

Customer Insights & Analytics:

• Analyse Customer feedback and verbatims to identify trends, themes, pain points and key experience drivers.
• Generate actionable Customer insights across touchpoints and Customer segments.
• Analyse NSS,NPS and CSAT performance across businesses, regions, Customer segments and touchpoints to identify score drivers and areas requiring focused improvement
• Translate VOC findings into clear business insights and improvement opportunities for relevant stakeholders.

VOC Governance & Continuous Improvement:

• Establish VOC dashboards and governance reviews covering key Customer metrics, insights and actions.
• Ensure Customer dissatisfaction identified through VOC Channels is appropriately triggered and tracked through resolution
• Provide VOC insights and Customer pain points as inputs for Customer Journey Mapping and CX Process Excellence initiatives.
• Partner with relevant business functions to drive NSS,NPS,CSAT and other CX metrics and track agreed actions

KEY PERFORMANCE INDICATORS:

• VOC Coverage across identified Customer touchpoints
• VOC Platform Implementation, Adoption & Utilization
• Customer Feedback Capture & Response Effectiveness
• NSS/NPS Score improvement
• CSAT Score improvement
• Action Closure against Key VOC Insights
• VOC Dashboard & Insights Reporting

KEY COMPETENCIES:

• Complaint Management & Customer Recovery
• CRM/Complaint Management Systems
• RCA & CAPA Methodologies
• Escalation Management
• Data Analytics and Reporting
• Process design and improvement

What's in it for me?

• Lead high-impact programs that directly improve customer satisfaction and loyalty
• Work in a role where your advocacy shapes business strategy and culture
• Collaborate with passionate teams committed to delivering exceptional experiences
• Grow your career through leadership opportunities and strategic project ownership

Bring your passion for customers to a team that's ready to listen —

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric –

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

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