Assistant Vice President - Customer Experience - Insurance

We are looking for a dynamic professional with over 12+ years of experience in the areas of Customer Service & Operations.

- Review and refresh customer journey mapping & customer life cycle management for a seamless customer experience

- Responsible for defining and creating differentiated customer experience

- Responsible for Customer TNPS & ENPS initiatives and ownership of NPS initiatives driven by the Group

- Regular interaction with all customer facing channels like Contact Center/Email management, Branch & Central Operations team and Sales Channel to ensure key understanding of customer issues and effective closure.

- Ability to interpret large volumes of numerical data for various analysis and in arriving at data based, bottom line driven solutions

- Preferably someone with financial services industry with sales / service experience.

- Someone who is inherently curious and can go beyond the obvious surface issues