Job Summary

We have an urgent opening for the position of AVP-Customer Experience and Market Conduct in one of the leading Life Insurance Company .

Job Responsibilities

- Own the end-to-end onboarding journey from policy issuance to welcome calling.
- Identify friction points across issuance, documentation, first-contact communication, welcome calling and early-stage servicing, and drive corrective actions.
- Improve onboarding experience through journey redesign, digital enablement, automation and process simplification.
- Partner with technology, operations, underwriting, sales and product teams to deliver consistent and customer-friendly onboarding processes.
- Track onboarding SLAs, customer drop-offs, quality metrics and complaint themes,



and implement interventions to improve outcomes.
- Lead customer experience and process governance for RM and contact center interactions linked to onboarding, servicing and retention.
- Define service standards, call flows, scripts, escalation protocols and quality
- Drive improvements in call handling, query resolution, complaint management and first-contact effectiveness.
- Ensure RM and contact center teams are aligned on customer commitments, compliance standards and service quality expectations.
- Work with training and quality teams to strengthen capability building,

📌 AVP -Customer Experience & Market Conduct | Life Insurance (New Delhi)
🏢 Lavya Associates HR Services.
📍 New Delhi