Religare Health Insurance - Head - Customer & Internal Experience/Experience

A. KEY RESPONSIBILITIES :

- Driving the organization's Customer and Employee Experience journey by overseeing /coordinating with the Sales and customer service teams and getting into customer data

- Focusing on improving customer and employee experience metrics - defining those metrics for all verticals, finding the best methods to measure these input/ output metrics, aligning all departments and then prioritizing projects to improve them.

- Connecting customer experience with immediate business goals - conversion rate, repeat customer rate as well as long term brand goals and continuously testing and improving processes to achieve these goals.

- Defining the tech-product / process road-map to ensure that the customer experience is taken to the next level.

- Strategies and execute all projects aimed at solving customer problems - from pre-sale, post-sales transactional flow to branch experience

- Interact with Key business stakeholder for tech products where end user is either customer or internal team - and their implementation and adoption and enhanced customer experience

- Responsible for all communication touch points as well online brand reputation by proactive grievance resolution

- Stay abreast of the current IT environment and industry IT trends relevant to line of business

- Play an advisory role to customers regarding the use of current technology, best practices and tools to enhance the effectiveness of their business processes & crafting overall Customer Experience strategy

B. SKILLS REQUIRED

- Strong understanding and appreciation for CEM and its applicability in various industries

- Experienced in one or more of the following CEM suites: OpenText, Adobe, SAS, Salesforce etc.

- Ability to think out of box and come up with innovative solution

- Ability to manage teams of consultants and solution expert

- Highly energetic, committed and self -driven

C. QUALIFICATION / EXPERIENCE

Product Management / Experience in Customer Experience Management (CEM) in a new age business