ICICI Lombard General Insurance - Lead Product Manager - CRM/CX

About ICICI Lombard:
ICICI Lombard is a leading insurance company known for its digital prowess and innovative use of technology. The company embraces digital transformation and employs cutting-edge technologies such as AI, ML, and big data analytics to provide exceptional insurance experiences.
About the Role:
ICICI Lombard is seeking an experienced Lead Product Manager to drive the strategy, roadmap, and transformation of its enterprise CRM platform. This role will focus on building best-in-class capabilities across Lead Management, Customer Communication Management, Contact Centre Operations, Workflow Automation, and Customer Lifecycle Management.
Responsibilities:

- Develop and articulate a clear product vision and strategy for the CRM & CX product line
- Conduct market research and competitive analysis to identify opportunities and trends in CX technology
- Build and enhance enterprise lead management capabilities
- Drive omnichannel customer communication across WhatsApp, Email, SMS, Push Notifications, and Voice channels
- Partner with contact centre teams to improve agent productivity
- Translate customer needs and business goals into actionable product requirements
- Create and maintain a prioritized product roadmap
- Collaborate with engineering, design, and QA teams to deliver high-quality features
- Manage the entire product lifecycle from concept to launch and iteration
Experience:
- 5+ years of product management experience, specifically in CX, customer support, or CRM products
- Hands-on experience with CX platforms (e.g., Freshworks, MS Dynamics, Zendesk, Zoho Desk, Sprinklr, Salesforce Service Cloud, Intercom, HubSpot Service Hub)
- Proven track record of launching and scaling successful SaaS products
- Experience driving product requirements, user stories, prioritization, and Agile product delivery