Star Union Dai-ichi Life Insurance - Manager/Senior Manager - Customer Intelligence Unit

Role Purpose

Set up Customer Intelligence Unit (CIU) which essentially handle or control the complete customer information floating across the organization, channelize them for better customer experience and identify opportunities to create customer delight moments which could further be funneled through lead management systems. The job requires some overtime hours, especially around end-of-month deadlines & should be able to tolerate stress.

Job Responsibilities

Customer information Management:

- Develop a framework to assimilate customer information from all touch points

- Set up an architecture to disseminate customer information to owner departments and close-loop

- A governance framework to measure customer satisfaction index across the touch points

Strategic customer engagement program:

- Review of existing communication architecture across the customers life cycle

- Identify right customer communication channels, media based on segmentation

- Set up communication governance framework in collaboration with compliance

- Develop, implement and control content for varied customer persona

Customer intel - for corporate strategy & field management:

Interpret customer data gathered from all sources, channels and enable corporate business teams to take informed decisions which could translate to

- prevention of business leakages

- increase the longevity and business conservation

- acquiring new customers

Revenue generation through right customer engagement:

Identify right customer interventions method and opportunities to out-reach customers

- To create an avenue to trigger and capture customer lead for possible upsell/cross sell

- Set up effective lead management system with in the channel

- Measure effectiveness of leads, GAP analysis

- Develop controls to prevent leakages and maximize revenue