PHI - Lead-Customer Experience

Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

At Prudential Health India (PHI) we are on a mission to make Indians healthier while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated uniquely delightful and bespoke experience.

To partner us in this mission we are looking for a talented

Lead of Experience Customer/ Distributor

As a Lead your typical week might include the following

Building the Customer and Distributor Experience (CX/DX) strategy and seeking leadership sponsorship

Build CX and DX journey maps and ensure value chain prepositions are in place

Collaborating with Technology Ops Claims and UW function to execute the strategy

Driving initiatives across organization

Align with DX strategy and seek Distribution leadership sign off

Partner with technology to create digital servicing model across all sub functions of central operations team

Focus on cost efficiency with scalability

Use Technology as Enabler to deliver exceptional Service standards to Customer and Distributor

This vertical will look after servicing across all customer journeys starting from onboarding to claims servicing via all customer facing platforms including voice text and digital assets. Create segmented strategy and servicing methods to cater to various customer personas. Use engagement opportunity to gain insights on service experience and work closely with Customer Experience Operations Distribution claims team to institutionalize best practices and learnings across the organization

Customer Care: Establish voice and email processes to handle customer queries requests and complaints. Use analytical tools to explore preemptive servicing options and increase selfservicing mode.

Digital servicing: Work closely with Technology to enable latest tools (chatbot mobile app etc. to enhance customer experience. Build and encourage selfservicing journeys for seamless experience.

Grievance Management: Establish Grievance cell to receive and resolve escalations. Utilize learnings to improve processes to help in enhancing customer experience. Work with industry colleagues for sharing best practices and learnings.

You could be the right candidate if you

Have a bachelors degree from a recognized institute

Have deep functional understanding of Customer Service or Experience

Retail experience mandatory Customer Service & Product design experience Medium to Large Scale Operations well versed with Product design and Service strategies Customer Journey mapping can use analogous experience from new age aggregators in retail space

Proven track record /demonstrate through examples design building and maintaining customer centric culture. Have experience collaborating with crossorganizational teams and be highly adaptable to pivot and change in a complex and dynamic working environment. Be comfortable working with ambiguity.

Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions

Able to think on your feet to navigate through the ecosystem and deliver solutions

Are obsessed with providing Customer and Distributor delight moments and can influence stakeholders in the process

Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.

Demonstrate the ability to work in a fast paced and hypergrowth environment using agile methodologies where Customer and Distributor expectations can be changing

This could be the gig for you if you

Are passionate about bringing truly consumer centric ideas and products into reality to help customers be healthier; you enjoy spending time with customers to understand what they really want. Have an attentive ear listen to new ideas.

Thrive in environments that celebrate cocreation and collaboration.

Are passionate about leveraging new age digital tools and technologies to transform customer experience.

Like to work in a culture where everyone can see what others are doing

Take help from others when stuck and encourage others when there are setbacks

Take full responsibility for your teams contribution output while thinking wing to wing across the organization; to solve for the customer.

Have 1015 years of total experience with at least 5 years of medium management experience and leading team as well

What can make you extra special if you

Have walked extra mile in solving business problems by adopting offbeat path

Proven track record of exceeding Service level expectations from stakeholders.

Demonstrate visible leadership supporting colleagues in a diverse inclusive and collaborative team environment.

Be a team player who is goal orientated committed and an advocate and early adopter of change.

A proven track record working in complex business environments executing and delivering initiatives across multiple domains stakeholder groups and technology solutions.

Location: Mumbai

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or parttime / fixedterm work or any other status protected by applicable law. We encourage the same standards from our recruitment and thirdparty suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.