Customer Experience Executive

Greetings!!!!

Zurich Kotak general insurance is looking to hire in the Customer experience team.

Role Purpose

Customer Experience is responsible for driving customer-centricity across the organization by managing customer feedback programs, Net Promoter Score (NPS) initiatives, customer journey improvements, and experience transformation projects. The role will serve as the Voice of the Customer (VoC), leveraging customer insights, feedback, and operational data to identify opportunities for enhancing customer satisfaction, loyalty, and advocacy.

The incumbent will be responsible for end-to-end management of customer experience measurement programs, customer communication effectiveness, root cause analysis of customer issues, and cross-functional collaboration to improve customer journeys across all touchpoints.

Responsibilities

1. Net Promoter Score (NPS) & Customer Feedback Management

• Own and manage the Voice of Customer (VoC) and NPS programs across the organization.
• Design, execute, and monitor customer feedback surveys, including NPS, CSAT, CES, and transactional surveys.
• Ensure timely deployment of surveys across key customer touchpoints.
• Monitor survey response rates and implement initiatives to improve participation.
• Analyze NPS trends across products, channels, customer segments, regions, branches, and service touchpoints.
• Conduct promoter, passive, and detractor analysis to identify opportunities for experience enhancement.
• Develop dashboards, scorecards, and reports for business and leadership teams.
• Ensure feedback closure and customer callback mechanisms are effectively implemented.

2. Customer Feedback Analytics & Insight Generation

• Consolidate and analyze customer feedback from surveys, complaints, contact center interactions, social media, reviews, digital channels, and operational touchpoints.
• Identify emerging customer trends, pain points, and service gaps.
• Conduct quantitative and qualitative analysis to generate actionable insights.
• Prepare periodic customer experience reports and management presentations.
• Track customer sentiment and provide recommendations to improve satisfaction and loyalty.
• Partner with business teams to translate customer insights into measurable improvement initiatives.
• Benchmark customer experience metrics against internal goals and industry standards.

3. Root Cause Analysis (RCA) & Continuous Improvement

• Lead detailed root cause analysis for recurring customer complaints and service issues.
• Utilize structured problem-solving methodologies, including:
• 5 Why Analysis
• Fishbone (Ishikawa) Analysis
• Pareto Analysis
• Process Mapping
• Collaborate with operations, technology, claims, underwriting, servicing, and support teams to identify underlying issues.
• Develop corrective and preventive action plans.
• Track implementation and effectiveness of improvement initiatives.
• Monitor recurring themes and establish mechanisms to prevent repeat customer issues.

4. Customer Journey Mapping & Experience Design

• Map and evaluate end-to-end customer journeys across policy purchase, servicing, claims, renewals, and digital interactions.
• Identify customer pain points, friction areas, moments of truth, and opportunities for improvement.
• Conduct customer journey workshops with cross-functional stakeholders.
• Develop customer personas and behavioral insights to support journey improvements.
• Recommend experience enhancement initiatives to simplify processes and improve ease of doing business.
• Measure journey effectiveness and customer effort across touchpoints.
• Support digital transformation initiatives from a customer experience perspective.

5. Customer Communication Management

• Review, develop, and optimize customer communications across channels, including:
• Email
• SMS
• WhatsApp
• Mobile App Notifications
• Website Content
• IVR Messages
• Contact Center Scripts
• Customer Letters and Notices
• Ensure communications are customer-friendly, compliant, clear, and aligned with brand standards.
• Drive communication improvements based on customer feedback and behavioral insights.
• Support personalized communication strategies to improve customer engagement and satisfaction.
• Work closely with marketing, servicing, and digital teams to enhance customer communication journeys.

6. Customer Experience Governance & Stakeholder Management

• Act as the Voice of the Customer within the organization.
• Establish and manage governance forums for customer experience reviews.
• Partner with Operations, Claims, Underwriting, Product, Digital, Sales, Technology, Marketing, and Compliance teams to drive customer-focused improvements.
• Facilitate periodic reviews of customer feedback, NPS performance, and improvement initiatives.
• Present customer insights and recommendations to senior leadership.
• Drive accountability for action closure and service improvement initiatives across business functions.

7. Reporting, Dashboarding & Performance Monitoring

• Develop and maintain CX dashboards and MIS reports.
• Track and report key customer experience metrics, including:
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Complaint Volumes
• Complaint Resolution TAT
• First Contact Resolution (FCR)
• Customer Retention Metrics
• Prepare weekly, monthly, quarterly, and annual customer experience reports.
• Monitor progress against customer experience goals and improvement initiatives.

8. Customer Experience Transformation & Innovation

• Drive customer-centric transformation initiatives across customer touchpoints.
• Identify opportunities for process simplification, automation, and digitization.
• Recommend innovative solutions to improve customer journeys and service delivery.
• Monitor industry best practices and emerging trends in customer experience management.

Support strategic initiatives aimed at improving customer loyalty, retention, and advocacy.

Preferred candidate profile

1. Total experience of 5 to 8 years and minimum 3+ years of experience in Customer Service, Customer Experience, Customer Insights, Service Quality, Voice of Customer (VoC), or related customer-facing functions.

• 2. Experience in General Insurance Operations, Claims, Policy Servicing, Customer Support, Customer Journey Management, or Customer Experience initiatives preferred.
• 3. Experience managing NPS, CSAT, VOC, and customer feedback programs.
• 4. Demonstrated experience in feedback analytics, customer journey mapping, and service improvement initiatives.
• 5. Experience working with cross-functional teams to deliver customer-focused business outcomes.
• 6. Exposure to customer communication design and customer-centric transformation projects is preferred.