ICICI Lombard General Insurance - Lead Product Manager - CRM/CX

About ICICI Lombard:

ICICI Lombard is a leading insurance company known for its digital prowess and innovative use of technology. The company embraces digital transformation and employs cutting-edge technologies such as AI, ML, and big data analytics to provide exceptional insurance experiences.

About the Role:

ICICI Lombard is seeking an experienced Lead Product Manager to drive the strategy, roadmap, and transformation of its enterprise CRM platform. This role will focus on building best-in-class capabilities across Lead Management, Customer Communication Management, Contact Centre Operations, Workflow Automation, and Customer Lifecycle Management.

Responsibilities:

- Develop and articulate a clear product vision and strategy for the CRM & CX product line

- Conduct market research and competitive analysis to identify opportunities and trends in CX technology

- Build and enhance enterprise lead management capabilities

- Drive omnichannel customer communication across WhatsApp, Email, SMS, Push Notifications, and Voice channels

- Partner with contact centre teams to improve agent productivity

- Translate customer needs and business goals into actionable product requirements

- Create and maintain a prioritized product roadmap

- Collaborate with engineering, design, and QA teams to deliver high-quality features

- Manage the entire product lifecycle from concept to launch and iteration

Experience:

- 5+ years of product management experience, specifically in CX, customer support, or CRM products

- Hands-on experience with CX platforms (e.g., Freshworks, MS Dynamics, Zendesk, Zoho Desk, Sprinklr, Salesforce Service Cloud, Intercom, HubSpot Service Hub)

- Proven track record of launching and scaling successful SaaS products

- Experience driving product requirements, user stories, prioritization, and Agile product delivery