Senior Manager – Customer experience

2 days ago

Gurugram, India Max Life Insurance Company Limited Full time

KEY RESPONSIBILITIES


Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment

Work with function heads to own specific initiatives and work with CFTs to deliver these

Give CX perspective on key customer journeys

Management of communication related issues, DNPS, service recovery and NPS insighting

Partner in creation of our customer centricity roadmap and reduction of customer concerns

Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA

Identify gaps and work with FLG units on closure of these process/tech items

General expectations w.r.t the role

Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer experience items, comprehensively to senior management along with FLG leaders

Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems.



MEASURES OF SUCCESS

  • Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
  • Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
  • Successful archival of knowledge and dissemination of it across business functions
  • Positive feedback and appreciation from business owners and decision makers.


KEY COMPETENCIES/SKILLS REQUIRED

  • 4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firms
  • Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
  • Ability to work with cross functional teams; strong networking and inter‐personal skills
  • Detail‐oriented, organized, critical thinker with strong work ethics
  • Excellent communication skills and a thoughtful, persuasive personal style.
  • Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.
  • Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
  • Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
  • Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
  • Life insurance experience a plus, but not mandatory



MEASURES OF SUCCESS

  • Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
  • Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
  • Successful archival of knowledge and dissemination of it across business functions
  • Positive feedback and appreciation from business owners and decision makers.


KEY COMPETENCIES/SKILLS REQUIRED

  • 4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firms
  • Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
  • Ability to work with cross functional teams; strong networking and inter‐personal skills
  • Detail‐oriented, organized, critical thinker with strong work ethics
  • Excellent communication skills and a thoughtful, persuasive personal style.
  • Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.
  • Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
  • Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
  • Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
  • Life insurance experience a plus, but not mandatory


Desired qualification and experience

Management Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firms

Life insurance experience a plus, but not mandatory

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