Lead - Customer Experience - General Insurance

1. Understand and map the existing customer journey

2. Work closely with product manager, IT team to improve customer experience

3. Design A/B testing experiments with the help of analytics team to improve on customer journeys

4. Create wireframes, storyboards, user flows and process flow to communicate the design idea

5. Create the personalized experiences for customers by creating personas/segments.

6. Create 360 degree view of the customer and work on improving the customer experience at various customer touchpoints

Good to have:

7. Understanding of HTML and CSS

8. Ability to influence decision making with the use of concrete evidence (data driven)

9. Experience in conducting brainstorming / ideation sessions

10. Ability to coach and guide product managers on new product development