Associate

11 hours ago


Mumbai, Maharashtra, India ICICI Lombard Full time ₹ 5,00,000 - ₹ 15,00,000 per year

We have exciting opportunities for the role of Associate

Key Responsibilities (KRAs):

  • Analyze CRT call data to identify top call drivers and drive resolution through journey fixes
  • Optimize and continuously improve digital self-serve journeys across website, app, and WhatsApp
  • Drive adoption of digital channels through awareness campaigns and cross-functional alignment
  • Institutionalize VOC mechanisms (NPS, CSAT, feedback widgets) to drive continuous improvement
  • Collaborate with Product, Tech, Marketing, and CRT for timely deployment and issue resolution

Key Performance Indicators (KPIs):

  • 25% Reduction in CRT call volumes from mapped call drivers
  • 10-15% Increase in digital self-serve journey adoption across core functions (claims, endorsements, policy download, etc.)
  • Improvement in NPS and CSAT scores for key digital journeys
  • TAT for journey-level issue identification, resolution, and deployment
  • Engagement metrics on self-serve journey promotions (clicks, usage, drop-offs)

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