PURPOSE OF THE JOB The Customer Experience Manager is responsible for developing, implementing, and continuously improving the customer experience strategy across the insurance business. The role ensures that policyholders, beneficiaries, brokers, intermediaries, and other relevant stakeholders receive a consistent, transparent, efficient, and customer-centric experience across all stages of the insurance lifecycle.

Working within a regulated international financial centre environment, the role will establish customer experience standards aligned with regulatory expectations, global market best practices, and the organizations business objectives. The position will use customer insights, service data, complaints, and operational performance to identify opportunities to enhance customer satisfaction, trust, retention, and overall business performance.

The role will also act as a key advocate for customer-centricity, ensuring that customer needs and outcomes are appropriately considered in product, process, technology, and service design.

RESPONSIBILITIES

- Develop and implement the organization’s customer experience strategy, framework, standards, and roadmap in alignment with the overall business strategy and regulatory requirements.
- Define and manage the end-to-end customer journey across key insurance touchpoints, including enquiry, onboarding, quotation, policy issuance, servicing, renewals, claims, complaints, and policy closure.
- Identify customer pain points, process gaps, and opportunities to simplify and improve the customer journey.
- Establish and monitor customer experience KPIs, including NPS, CSAT, customer effort, complaint volumes, turnaround times, retention, and service quality.
- Develop and manage a structured Voice of Customer (VoC) programme, ensuring customer feedback is systematically captured, analyzed, and translated into actionable improvements.
- Monitor and analyze customer complaints, escalations, and service failures, identifying root causes and implementing sustainable corrective actions.
- Work closely with Claims, Underwriting, Operations, Distribution, Compliance, Risk, Legal, Finance, IT, and other functions to improve customer outcomes.
- Ensure customer experience practices support fair, transparent, and consistent treatment of policyholders and other customers.




- Partner with Compliance and Risk functions to ensure customer-facing processes and communications are consistent with applicable regulatory and conduct requirements within the international financial centre.
- Review customer communications, policy servicing processes, digital journeys, and service documentation to ensure they are transparent, accurate, accessible, and customer-friendly.
- Support the development and implementation of customer-centric digital and self-service solutions.
- Establish service standards and SLAs for key customer-facing processes and monitor performance against agreed targets.
- Conduct regular customer journey reviews, service quality assessments, and experience audits.
- Develop dashboards and management reports providing insights into customer trends, complaints, service performance, and improvement initiatives.
- Present customer experience insights, risks, trends, and recommendations to senior management and relevant governance committees.
- Lead cross-functional customer experience improvement projects, ensuring agreed initiatives are delivered on time and achieve measurable outcomes.
- Benchmark customer experience practices against leading international insurers and relevant financial services organizations.
- Support product and process development by incorporating customer insights and experience considerations into design and implementation.
- Promote a strong customer-centric culture through employee engagement, training, awareness, and communication initiatives.
- Establish appropriate escalation and service recovery mechanisms for complex or high-risk customer issues.
- Ensure customer feedback and complaints are appropriately documented, tracked, and used to prevent recurring issues.
- Monitor emerging trends in insurance customer experience, InsurTech, digital servicing, and regulatory expectations.
- Ensure customer experience initiatives are supported by appropriate governance, controls, data protection, and record-keeping practices.

KNOWLEDGE REQUIRED

- Strong knowledge of life insurance products,



policy lifecycle and insurance operations;
- customer journey management and CX frameworks;
- Voice of Customer and customer analytics;
- NPS, CSAT and other CX metrics;
- complaint and service recovery management;
- digital and omnichannel customer experience;
- CRM and customer data;
- insurance regulatory and consumer protection requirements;
- process improvement methodologies;
- customer-centric product and service design;
- CX governance, KPI management and continuous improvement.

SKILLS REQUIRED

- Strong customer-centric mindset with the ability to balance customer needs, commercial objectives, operational requirements, and regulatory expectations.
- Excellent analytical and problem-solving skills, with the ability to convert customer data and feedback into practical improvement initiatives.
- Strong stakeholder management skills
- Excellent written and verbal communication skills, with the ability to communicate effectively with senior management and regulatory-facing functions.
- Strong project and change management capabilities.
- Ability to influence stakeholders and drive improvements in a matrix and internationally oriented organization.
- Strong understanding of data, dashboards, KPIs, and customer analytics.
- Ability to identify root causes and develop sustainable solutions rather than focusing solely on individual customer issues.
- Strong attention to detail, governance, and risk awareness.
- Ability to manage sensitive customer matters with discretion and professionalism.
- Strong commercial awareness and understanding of how customer experience contributes to retention, reputation, growth, and profitability.
- Proficiency in Microsoft Office and relevant CRM, CX,UI/UX/ reporting, and analytics tools.

PROFESSIONAL EXPERIENCE 5–8 years of relevant experience, preferably within insurance, financial services, banking, wealth management, or another highly regulated financial services environment.

Minimum 2–3 years of experience in a customer experience, customer service, customer insights, service quality, customer operations, or similar management role.

EDUCATION / PROFESSIONAL QUALIFICATIONS / CERTIFICATIONS

Master’s degree in Business Administration, Insurance, Finance, Marketing, Customer Experience, Communications, or a related discipline.

📌 Customer Experience Manager (Gandhinagar)
🏢 HDFC Life
📍 Gandhinagar