Customer Experience - CX Governance & Strategy

Department: Customer Experience

Total Work Experience: 8-12

Education: Graduate / Post-Graduate

Key Responsibilities:

• The CX Governance & Strategy Lead will be the architect of our customer-centric ecosystem. You will be responsible for defining the long-term CX roadmap, ensuring compliance with IRDAI protection of policyholders' interests, and building a framework that measures and improves every touchpointfrom policy issuance to claims settlement.

• 1. Strategic Roadmap & Frameworks: Develop and execute a 3-year CX Strategy that aligns with the companys growth targets and digital transformation goals. Establish a CX Governance Framework to ensure consistency across Motor, Health, Marine, and Fire insurance lines.

2. Governance & Compliance: Oversee the Grievance Redressal Mechanism, ensuring it meets and exceeds regulatory timelines (Integrated Grievance Management System - IGMS). Chair the CX Steering Committee, bringing together heads of Claims, Underwriting, and IT to resolve systemic customer friction points. Conduct regular "Customer Audits" to ensure transparency in policy wording and marketing communications.

3. Voice of Customer (VoC) & Analytics: Implement and manage the NPS (Net Promoter Score), CSAT, and CES (Customer Effort Score) programs across the policy lifecycle. Translate data into "Human Stories"dont just report numbers; tell us why customers are dropping off during the digital renewal journey.

4. Cross-Functional Transformation: Partner with the Claims team to simplify the "Moment of Truth," reducing turnaround times (TAT) and improving transparency. Collaborate with IT/Product teams to ensure the mobile app and web portals are intuitive and "friction-less."

Expertise required / Domain Knowledge:

• Strong understanding of customer service principles, processes, and best practices.
• Knowledge of CRM systems, IVR, Chatbots, CCM, Digital Modes / DIY / Ai Solutions (LLM) and customer service technologies.
• Excellent analytical, problem-solving, and decision-making skills.
• Excellent communication and articulation skills in English. Hands-on experience of developing reports and presentations for senior management.
• Experience with customer feedback tools and survey platforms.
• Knowledge of CX metrics (NPS, CSAT, VOC) and their application.
• Soft Skills High emotional intelligence, ability to influence senior stakeholders, and a "customer-first" obsession.
• Knowledge Deep understanding of the Indian GI landscape and IRDAI regulations.