Assistant Vice President - Customer Experience - Health Insurance (8-18 yrs)

AVP - Customer Experience | Health Insurance company (Listed)

Job Description:

- Candidate in this role would be responsible to drive the listening post for the organization leveraging various feedback methodology and drive improvement across functions.

- The incumbent would be expected to drive cross functional discussions and help them improve NPS for their functions.

- Individual should have fair understanding and past exposure on feedback mechanism (preferably NPS) and work on improvements areas identified to improve customer experience.

- Candidate will lead a team of executives who will trigger these surveys & help in improving customer experience.

Key Responsibilities:

- Implement feedback process on identified areas.

- Understand methods & relevance for measuring CX.

- Identify areas impacting customers experience and design survey questionnaire.

- Execute surveys on regular intervals.

- Analyse feedbacks in depth and discover opportunity areas to worked upon.

- Disseminate NPS findings with cross functional team.

- Identify smart ways to implement the improvement process without impacting the production environment.

- Leading customer listening (feedback - NPS) & service recovery program.

- Define NPS goals for all the functions.

- Provide insights for the Net Promoter Score (NPS), including aligning data and insights across all functions' survey sources,

- Work with cross functional team to improve customer experience (NPS).

- Managing NPS partner (vendor).

- Initiate new survey as and when required.

- Mentor & oversee NPS Survey lifecycle process managed by 5 FTEs (AM + Sr. Executive).

- Validates impacts (positive and negative) of changes to the operations and initiate discussions on the adjustment of metrics/goals as needed.

- Call and understand directly from respondent to identify areas and take preventions actions to improve the same.

- Perform Root Cause Analysis along with identification of appropriate actions to reduce /eliminate the defects (if case), in case of variance in performance parameters.

- Track of initiatives taken to improve experience.

- Send regular update (MIS and decks) to the management.

- Ensure compliance to organization and project defined standards and processes.

- Show creativity and innovation to improve efficiency and quality of work.

- Demonstrate leadership skills to mentor and lead a team.

Key Stakeholders:

Internal:

- Customer Service and Operations Team.

- Claims Team.

- Information Technology Team.

- Sales & Distribution Team.

- Marketing & Communications team.

- External: Vendor/ service providers.

Qualification & Experience:

- Must be educated to degree level or hold qualification in driving the customer experience for the organization.

- Customer experience / NPS / CSAT experience is a MUST.

- Insurance domain experience is NOT MUST.