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At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, uniquely delightful, and bespoke experience.
To partner us in this mission, we are looking for a talented…
Lead of Experience – Customer/ Distributor
As a Lead, your typical week might include the following
· Building the Customer and Distributor Experience (CX/DX) strategy and seeking leadership sponsorship
· Build CX and DX journey maps and ensure value chain prepositions are in place
· Collaborating with Technology, Ops, Claims and UW function to execute the strategy
· Driving initiatives across organization
· Align with DX strategy and seek Distribution leadership sign off
· Partner with technology to create digital servicing model across all sub functions of central operations team
· Focus on cost efficiency with scalability
· Use Technology as Enabler to deliver exceptional Service standards to Customer and Distributor
This vertical will look after servicing across all customer journeys starting from onboarding to claims servicing via all customer facing platforms including voice, text and digital assets. Create segmented strategy and servicing methods to cater to various customer personas. Use engagement opportunity to gain insights on service experience and work closely with Customer Experience, Operations, Distribution, claims team to institutionalize best practices and learnings across the organization
· Customer Care: Establish voice and email processes to handle customer queries, requests and complaints. Use analytical tools to explore pre-emptive servicing options and increase self-servicing mode.
· Digital servicing: Work closely with Technology to enable latest tools (chatbot, mobile app etc.) to enhance customer experience. Build and encourage self-servicing journeys for seamless experience.
· Grievance Management: Establish Grievance cell to receive and resolve escalations. Utilize learnings to improve processes to help in enhancing customer experience. Work with industry colleagues for sharing best practices and learnings.
You could be the right candidate if you
· Have a bachelor’s degree from a recognized institute
· Have deep functional understanding of Customer Service or Experience
· Retail experience mandatory, Customer Service & Product design experience, Medium to Large Scale Operations, well versed with Product design and Service strategies, Customer Journey mapping, can use analogous experience from new age aggregators in retail space
· Proven track record /demonstrate through examples – design, building and maintaining customer centric culture. Have experience collaborating with cross-organizational teams and be highly adaptable to pivot and change in a complex and dynamic working environment. Be comfortable working with ambiguity.
· Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions
· Able to think on your feet to navigate through the ecosystem and deliver solutions
· Are obsessed with providing Customer and Distributor delight moments and can influence stakeholders in the process
· Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
· Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing
This could be the gig for you if you…
· Are passionate about bringing truly consumer centric ideas and products into reality to help customers be healthier; you enjoy spending time with customers to understand what they really want. Have an attentive ear listen to new ideas.
· Thrive in environments that celebrate co-creation and collaboration.
· Are passionate about leveraging new age digital tools and technologies to transform customer experience.
· Like to work in a culture where everyone can see what others are doing
· Take help from others when stuck and encourage others when there are setbacks
· Take full responsibility for your team’s contribution output while thinking wing to wing across the organization; to solve for the customer.
· Have 10-15 years of total experience with at least 5+ years of medium management experience and leading team as well
What can make you extra special if you
· Have walked extra mile in solving business problems by adopting offbeat path
· Proven track record of exceeding Service level expectations from stakeholders.
· Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment.
· Be a team player who is goal orientated, committed, and an advocate and early adopter of change.
· A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions.
Location: Mumbai
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.