Acko - Assistant Vice President - Product - Customer Experience

AVP Product - Customer Experience

About Acko:

Acko, a new age insurance tech startup. We aim to overhaul how we view insurance, via innovative digital products, customized prices and offerings. Globally, insurtech companies are leading the path of disruption. In India, Acko is on the forefront, leading and defining this insurance revolution. Acko has raised $42 Mn till and poised to grow rapidly. We have been backed by a marquee set of investors like Accel, SAIF, Amazon, Catamaran etc. We also raised a record seed funding round of USD 30 Mn last year. Recently, Acko General Insurance was ranked No. 2 in Insurance Post's Top 100 Global Insurtech firms 2018, only after Zhong An of China.

About the Role:

- The AVP Product Customer Experience will be instrumental in helping to implement and drive a customer experience culture that brings to life Acko's brand promise and purpose and values. In this position, the leader will work with management to develop Acko's CX vision and roadmap, oversee the ongoing deployment of CX management model; development of a CX common toolkit and support the execution of critical initiatives to differentiate Acko's customer experience.

- This is both a strategic and hands-on position requiring intensive experience in interpreting customer insights, process analysis, business analysis, process mapping and process improvement execution. As the leader,, he/she will be responsible for advocating for the customer experience across Acko and for coordinating initiatives across key lines of business to maintain a holistic approach. This role is responsible for defining high impact customer journeys, developing a measurement system, sharing CX best practices, and implementing CX process management disciplines.

- This leader must have a relentless focus on innovative, strategic thinking and manage a team to provide actionable recommendations for various lines of business with a focus on the customer. Leader will help drive an - outside-in mentality and leverage insights to establish key areas of focus for improved customer experience; drive focus, prioritization, execution and accountability.

Primary Job Responsibilities : 

- Develop and drive the Customer experience vision, strategy, roadmap and execution.

- Develop the necessary capabilities that will sustain cultural change in the organization.

- Serve as the Customer Experience - thought leader- and Change Agent/catalyst to initiate needed culture change across Acko.

- Sponsor key transformation projects to improve ease of doing business.

- Drive positive customer experiences that create client and consumer value and satisfaction, retention and growth, building on voice of the customer feedback, and qualitative and quantitative data.

- Champion and leverage sources such as voice of customer insights and analytics, emotional and behavioral research, and customer journey mapping, to fully understand our customers- experience with us, while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities.

- Lead, develop and inspire a team of CX experts to continually learn and leverage industry best practices, cultivate insights and drive customer / business value while leading and consulting on strategic CX initiatives throughout the company

- Work collaboratively with other departments, including but not limited to sales and marketing, product development, technology and operations to drive customer success.

- Work to establish baseline customer experiences and moments of truth; work cross-functionally to align and mobilize stakeholders around one view of the customer experience.

- Work cross-functionally with business partners to affect change via people, policy and/or system changes with the end-customer in mind.

- Continually identify evolving customer needs, wants and the priorities customers place on them to help the organization continue to win today and stay ahead of the competition.

- Leverage data to identify key opportunities for improving the customer experience and build customer loyalty.

- Drive end-to-end implementation of change.

- Align key touch points with KPI measurements, for both traditional and new business models.

- Identify customer pain points and leveraging tools to drive short-term solutions and long-term roadmaps.

You need to have:

- 10+ years Product and Tech. Experience with 5+ years focused on the Customer Experience (CX), including leading and managing customer experience strategies, including but not limited to CX research, executing a Voice of the Customer program, journey mapping, stakeholder feedback and measurement program and analysis.

- Bachelor's degree in related field, MBA or Master's Degree preferred.

- Proven experience in working on consumer facing products.