PHI - Lead-Customer Experience

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

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

You could be the right candidate if you

This could be the gig for you if you…

What can make you extra special if you

Location : Mumbai