External Job Ad - Vice President Customer Experience CX Location Bangalore India Experience Required 15-20 years Domain Expertise US Insurance Personal Commercial Lines Summary about the Role We are seeking a highly accomplished Vice President - Customer Experience CX to lead and strengthen our customer experience strategy operations and execution in India This senior leadership role is pivotal in ensuring seamless onboarding support and customer engagement across our SaaS-based solutions The VP CX will be responsible for driving customer satisfaction retention and advocacy while managing high-performing CX teams in India and partnering closely with our global teams in North America Key ResponsibilitiesLeadership StrategyDefine and drive the overall CX vision strategy and execution for the India operations ensuring alignment with global business goals Set clear goals for India CX teams in alignment with company objectives and the expectations of the CX leadership in the US Ensure these goals are cascaded to all sub-teams progress is regularly tracked and outcomes are transparently communicated Act as a thought leader and advocate for customer-centricity across India organization Build scale and mentor cross-functional CX teams to deliver best-in-class experiences Customer Operations Functional ManagementOversee critical customer-facing functions including support data services migration customer solutions etc Establish monitor and refine CX processes to ensure efficiency scalability and consistency across customer engagements Continuously review these processes and tweak as required to drive ongoing efficiency improvements Identify opportunities for process automation by leveraging AI resources available in the organization to enhance scalability and reduce manual effort Work with global CX teams in monitoring customer journeys closely to proactively identify pain points and ensure timely resolution by collaborating with engineering product and operations teams Performance Management MetricsDefine Key Result Areas KRAs for each team within CX and develop metrics to track performance enable regular analysis and drive necessary course corrections Partner with team managers to map competencies for each team assess them at an individual level identify skill gaps and facilitate targeted training programs Build a culture of continuous learning and development ensuring teams consistently upgrade their knowledge and skills to meet evolving business and customer needs Domain SaaS ExpertiseLeverage deep understanding of US insurance personal commercial lines to contextualize customer needs and ensure domain-relevant solutions are delivered Bring strong knowledge of SaaS functional processes including onboarding workflows support SLAs knowledge management customer success metrics etc Ensure all CX practices align with the SaaS business model and support long-term customer lifetime value Global CollaborationManage India-based CX teams with solid operational oversight performance management and talent development Serve as a key bridge with North American CX Product and Engineering teams to ensure seamless collaboration process hand-offs and unified customer engagement strategies Represent India operations in global CX forums influencing strategic direction and sharing customer insights Customer Advocacy Continuous ImprovementLead by example in customer-facing roles engaging directly with strategic clients if and when required to resolve escalations and strengthen trust Actively work with cross-functional stakeholders Product Engineering Sales Operations to resolve systemic issues impacting customer experience Drive a culture of continuous improvement leveraging data-driven insights CSAT feedback and advanced analytics to optimize CX outcomes Qualifications Experience15-20 years of progressive experience in customer experience support onboarding and service delivery functions ideally within SaaS companies Preferably from background in engineering or technology with proven ability to understand and address technical as well as business issues Deep domain expertise in US insurance personal commercial lines exposure to global insurance clients will be a strong advantage Demonstrated success in leading and scaling CX teams in India while collaborating effectively with global teams in North America Prior experience in customer front-ending roles handling escalations and resolving customer challenges by partnering with cross-functional teams Excellent interpersonal leadership and communication skills with the ability to influence senior stakeholders and build trusted customer relationships Strong analytical mindset with ability to measure and improve CX metrics operational KPIs and overall business impact Key CompetenciesCustomer-centric mindset with a passion for delivering outstanding experiences Ability to balance strategic vision with hands-on operational execution Collaborative leadership style with strong cross-cultural and cross-functional engagement skills Problem-solving orientation with the ability to navigate complexity and drive outcomes under pressure High emotional intelligence adaptability and resilience in a global fast-paced SaaS environment What We ValueWe strive for excellence at every turn to be the best at what we do We invest in talent care about our people and are empowered by the results of our work We fulfil the promise of insurance - safeguarding and protecting what matters most in people s lives And there is no more important job than that Our focus on the workforce workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry To help drive that change toward a vibrant modern workplace we have employee-driven networks with commonalities in ethnicity gender sexual orientation and military status Who We Are For more than 35 years Applied Systems has created innovative technology for the global insurance industry Today we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed We are smart and curious people in a tech-first environment that champions bold and powerful thinking We are transforming a complex industry through digitization automation and innovative new partnerships Together we are driving the industry fearlessly forward It s an exciting time at Applied You can do big things here in an environment that supports creative thinking and bold ideas Visit http www AppliedSystems com for more information on how you can challenge what s possible

📌 Vp, Cx (Karnataka)
🏢 Applied Systems India Private
📍 Karnataka