Customer Experience Program Governance Manager
Mahindra And Mahindra Limited
Work from Office
Full Time
Min. 2 yearsJob Description
Manager- CX Program Governance
Role Purpose
Drive program governance and cross-functional delivery for the CX Transformation roadmap by planning, tracking, and unblocking initiatives across departments, ensuring on-time outcomes, clear decisioning, and measurable benefits realisation.
Key Responsibilities
- Own end-to-end governance for the CX Transformation portfolio: maintain the master plan, milestones, dependencies, and critical path across all initiatives.
- Run weekly/fortnightly cross-functional program reviews; publish minutes, action logs, and decision tracker within agreed timelines.
- Translate CX transformation priorities into structured project charters (objective, in-scope/out-of-scope, deliverables, resources)
- Own program communications: stakeholder map, cadence, executive updates, and transformation readouts; ensure a single source of truth for status and decisions.
- Proactively manage risks/issues: assess impact, propose mitigation options, escalate blockers with a recommended path-to-close and required decisions.
- Track budgets and deliverables for CX initiatives; flag variances and support corrective actions.
Key KPIs
- Milestone adherence
- Governance hygiene
- Benefits tracking.
- Stakeholder alignment
Experience Level
Mid LevelJob role
Job requirements
About company
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