Lead-Segmentation and Loyalty Operations

Conceptualize and Design new product offerings

- This role owns the customer of BAGIC end-to-end, irrespective of channel or medium of acquisition.

- Conceptualize and develop new product offerings (ecosystem), based on consumer insights and market intelligence related to demand and competition.

- Drive consumer insights through research for prospects and members for all new products and constantly innovate the company s servicing offerings to meet and exceed customer expectations.

Benchmarking and enhance Customer Experience

- It is the company s desire to be thought leaders by launching propositions- new to market to leap frog from the current state. In this role one will oscillate between planning carefully and executing relentlessly. Scanning the market for global best practices and be the lighthouse of new learning for the organization. You also keep a keen eye on competition and the evolving regulatory landscape.

Develop Processes and Servicing

- Establish and impact renewal rations and complaints decidedly with clear attribution to customer service and onboarding experience.

- Re-invent the customer servicing journeys (with consulting help) to come up with Best in class overall customer experience and interface with the insurer- following the vision consisting of one and done , never ask again and authenticate cautiously .

- Leverage data lake (customer 360) as a starting point- but also augment it in capability and all forms of data - to establish best in class customer intimacy and take decisions based on customer behavior (based on behavioral science)

Delivery of Customer Loyalty matrix (over a 3-year period)

- Policy per customer should move by 2X.

- Creating and monitoring efficiency of service offering across the customer touch points

- Increase active rate by 20%