Head - Customer Experience - Life Insurance/General Insurance

The Head of Customer Experience is a strategic, cross-functional leadership role responsible for designing, orchestrating, and continuously improving the end-to-end customer experience of the organization.

This role exists to ensure that customers - across all journeys, channels, and touchpoints - receive a consistent, empathetic, and differentiated experience that drives satisfaction, loyalty, and commercial outcomes.

- Define and own the CX strategy, vision, and roadmap for the organization, translating business goals into customer-centric operating priorities.

- Design and implement a comprehensive Voice of Customer (VoC) program across key touchpoints in the customer lifecycle.

- Build listening infrastructure using surveys, interviews, ethnographic research, digital analytics, and frontline feedback mechanisms.

- Work with the Digital Platforms team to ensure customer journeys on digital channels (web, app, partner portals) are intuitive, accessible, and consistent with CX standards.

Required Industry

- Deep expertise in Life Insurance or General Insurance.

- Strong understanding of insurance customer journeys - from prospecting and onboarding through claims and renewal - and the operational systems that underpin them.

- Familiarity with IRDAI grievance redressal regulations, consumer protection frameworks, and India's Insurance Ombudsman system.