{"id":3115612,"url":"https://alion.io/job/ul-solutions-customer-advocate-ccxp-certification-pune","title":"Customer Advocate_CCXP Certification, Pune","company":{"id":1754684,"name":"UL Solutions","domain":"ul.com","url":"https://alion.io/company/ul-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":86,"open_postings":64,"ghost_share":0,"stale_share":0.563,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Legal","role_family":"Legal","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":42000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2992},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false}],"status":"live","first_seen_at":"2026-09-03T09:14:11Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-29T02:56:46Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"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.\n Act as a customer experience champion, embedding Voice of Customer insights into business processes, decision-making, and continuous improvement activities.\nPartner with cross-functional teams to identify, prioritize, and address customer experience pain points through structured improvement initiatives.\nLead customer experience improvement projects from discovery through implementation, ensuring milestones, risks, dependencies, and outcomes are effectively managed.\nAssure that the organization integrates the voice of the customer into improvement, design, and operational activities\nActs 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.\nAnalyzes customer feedback, complaint trends, survey results, operational data, and journey insights to identify systemic issues and opportunities for improvement.\nFacilitates root cause analysis sessions and works with business stakeholders to develop corrective and preventive actions that address recurring customer issues.\nDocuments customer feedback, root causes, actions, project status, and outcomes in Salesforce and applicable reporting systems.\nDevelops and manages customer experience action plans, tracking ownership, milestones, deliverables, risks, and business impact measures.\nPartners with Business Units, Regional Teams, and Functional Leaders to drive customer-focused improvements across the end-to-end customer journey.\nSupports customer journey mapping, service blueprinting, and other CX methodologies to identify friction points and improvement opportunities.\nFacilitates cross-functional workshops and stakeholder discussions to build alignment, consensus, and accountability for customer experience improvements.\nCommunicates customer feedback, insights, project progress, risks, and outcomes to management and stakeholders through executive-ready reports and presentations.\nDevelops monthly and quarterly management reports that measure the effectiveness of customer experience improvements, complaint reduction efforts, and action plan progress.\nParticipates in accreditation audits and demonstrates compliance with UL Solutions Customer Complaint Handling and customer feedback management processes.\n Qualifications\nBA/BS and/or equivalent relevant experience \nCCXP, PMP, Lean Six Sigma, or related certification strongly preferred\n6+ years' experience in leading cross-functional projects and driving customer experience improvements in a complex environment\nExperience managing multiple stakeholders and influencing outcomes without direct authority\nDetailed knowledge of company policies, practices and procedures that can be applied to positively affect customer engagement\nStrong project management skills, including planning, execution, risk management, stakeholder alignment, and change management\nUnderstands and can teach CX methodologies and tools, including NPS, CES, VoC programs, customer journey mapping, root cause analysis, and closed-loop feedback systems\nExperience facilitating workshops, action planning sessions, and cross-functional team discussions\nAbility to analyze customer feedback, survey results, operational data, and business metrics to identify trends and drive informed decision-making\nExperience identifying customer pain points and translating insights into measurable improvement initiatives\nDemonstrated ability to drive accountability and follow-through across multiple business functions\nExcellent communication, presentation, and storytelling skills with the ability to tailor messages to executive and operational audiences\nStrong listening and facilitation skills that encourage collaboration and remove barriers to progress\nExceptional problem-solving, organizational, and critical-thinking abilities\nExperience creating executive presentations, dashboards, status reports, and customer experience performance measurements\nDetailed knowledge of company policies, practices, and procedures that can be leveraged to improve customer engagement and operational effectiveness\nExperience conducting customer journey mapping, process improvement, customer research, and Voice of Customer analysis preferred","description_format":"text","description_chars":5029,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Testing, Inspection & 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