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.