- Provide all customer facing units a broad framework for evaluating customer experience at each "moment of truth"

- Monitoring the performance during those moments and then Suggesting changes to the relevant functions based on those customer experiences

Key skills required for this role:

- Interpersonal skills: The person would need to influence senior stakeholders by presenting to them identified issues and facilitate possible solutions for the same.

- Analytical skills: The person should be comfortable working with large amounts of data. This would involve not only analysing existing data and MIS' but also creating additional MIS' that will be tracked by the Leadership team at BSLI

- Presentation skills: The person should be able to structure and translate ambiguous business situations into very clear actionable and outcomes.

Define and measure experience at key 'MOTs'

- Defining key MOTs with regular review mechanism

- Measure experience and share insights

- Identify propositions that are critical to quality from customer point of view and facilitate solutions to meet them

- Ensure the right service delivery framework is set up to provide the desired experience

Create a framework for receiving customer feedback to improvise service

- Acts as a custodian of customer feedback and:

- Develops a mechanism for getting customer feedback at the various stages of the policy lifecycle

- Analyses the feedback received from the various sources and publishing a dashboard for the leadership team

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