Customer Experience - CX Governance & Strategy

As the CX Governance & Strategy Lead in the Customer Experience department, your role will be pivotal in shaping the customer-centric ecosystem. Your responsibilities will include defining a long-term CX roadmap, ensuring compliance with IRDAI policyholder protection regulations, and establishing a framework to enhance every touchpoint from policy issuance to claims settlement. Here's what you will be focusing on: - Develop and execute a 3-year CX Strategy aligning with the companys growth targets and digital transformation goals. - Establish a CX Governance Framework to maintain consistency across Motor, Health, Marine, and Fire insurance lines. - Oversee the Grievance Redressal Mechanism, ensuring regulatory compliance and timely resolution. - Chair the CX Steering Committee to address systemic customer friction points by collaborating with heads of Claims, Underwriting, and IT. - Implement NPS, CSAT, and CES programs to gather customer feedback and translate data into actionable insights. - Partner with Claims and IT/Product teams to streamline processes and enhance customer experience. To excel in this role, you should possess: - Strong understanding of customer service principles and best practices. - Knowledge of CRM systems, IVR, Chatbots, and other customer service technologies. - Excellent analytical, problem-solving, and decision-making skills. - Effective communication skills in English. - Experience in developing reports and presentations for senior management. - Familiarity with customer feedback tools, survey platforms, and CX metrics. - Soft skills such as high emotional intelligence, stakeholder influence, and customer-centric mindset. - Deep understanding of the Indian GI landscape and IRDAI regulations. Your expertise in CX governance and strategy will play a crucial role in enhancing the overall customer experience and driving the company towards its growth objectives. As the CX Governance & Strategy Lead in the Customer Experience department, your role will be pivotal in shaping the customer-centric ecosystem. Your responsibilities will include defining a long-term CX roadmap, ensuring compliance with IRDAI policyholder protection regulations, and establishing a framework to enhance every touchpoint from policy issuance to claims settlement. Here's what you will be focusing on: - Develop and execute a 3-year CX Strategy aligning with the companys growth targets and digital transformation goals. - Establish a CX Governance Framework to maintain consistency across Motor, Health, Marine, and Fire insurance lines. - Oversee the Grievance Redressal Mechanism, ensuring regulatory compliance and timely resolution. - Chair the CX Steering Committee to address systemic customer friction points by collaborating with heads of Claims, Underwriting, and IT. - Implement NPS, CSAT, and CES programs to gather customer feedback and translate data into actionable insights. - Partner with Claims and IT/Product teams to streamline processes and enhance customer experience. To excel in this role, you should possess: - Strong understanding of customer service principles and best practices. - Knowledge of CRM systems, IVR, Chatbots, and other customer service technologies. - Excellent analytical, problem-solving, and decision-making skills. - Effective communication skills in English. - Experience in developing reports and presentations for senior management. - Familiarity with customer feedback tools, survey platforms, and CX metrics. - Soft skills such as high emotional intelligence, stakeholder influence, and customer-centric mindset. - Deep understanding of the Indian GI landscape and IRDAI regulations. Your expertise in CX governance and strategy will play a crucial role in enhancing the overall customer experience and driving the company towards its growth objectives.