Role & responsibilities

The Head of Customer Experience is a strategic, cross-functional leadership role responsible for designing, orchestrating, and continuously improving the end-to-end customer experience.

- Define and own the CX strategy, vision, and roadmap for the organization, translating business goals into customer-centric operating priorities.
- Design and implement a comprehensive Voice of Customer (VoC) program across key touchpoints in the customer lifecycle .
- Partner with data and technology teams to develop customer dashboards, journey analytics, and experience scorecards accessible to leadership and operational teams.
- Champion the use of CX technology including CRM, journey analytics, AI-powered service tools, and omnichannel orchestration platforms.
- Build and lead the Customer Experience team,



establishing clear roles for journey design, analytics, VoC, and governance.

Preferred candidate profile

- Deep expertise in Life Insurance or General Insurance.
- Robust understanding of insurance customer journeys from prospecting and onboarding through claims and renewal and the operational systems that underpin them.
- Familiarity with IRDAI grievance redressal regulations, consumer protection frameworks, and India's Insurance Ombudsman system.
- Demonstrated success in driving NPS and CSAT improvements measurable at a business outcome level.

Interested candidates can share their CV at [email protected]

📌 Head Customer Experience (Mumbai)
🏢 Hector and Streak Consulting
📍 Mumbai