About the role
Department Customer Experience Management Function CEM Position Senior Manager - Projects Band M2 Location Mumbai - Bhandup Reporting To DVP Our Vision To be the most admired insurance company that enables the continued progress of customers by being responsive to their needs. HDFC ERGO as an Employer We believe in Sensitivity We drive Excellence We uphold Ethics We bring Dynamism About HDFC ERGO General Insurance Co. Ltd. HDFC ERGO General Insurance Company Limited was promoted by erstwhile Housing Development Finance Corporation Ltd. (HDFC), India’s premier Housing Finance Institution and ERGO International AG, the primary insurance entity of Munich Re Group. Consequent to the implementation of the Scheme of Amalgamation of HDFC with and into HDFC Bank Limited, one of India’s leading private sector bank (Bank), the Company has become a subsidiary of the Bank. The Company offers complete range of general insurance products ranging from motor, health, travel, home and personal accident in the retail space and products like property, marine and liability insurance in the corporate space. With a network of branches spread across wide distribution network and a 24x7 support team, the Company has been offering seamless customer service and innovative products to its customers. Key Roles & Responsibilities Lead strategic customer experience initiatives driving transformation across customer journeys and digital ecosystems. Journey Re?Engineering & Process Excellence Lead end?to?end customer journey redesign Oversee root cause analysis, gap identification, and solution design Introduce digital and process innovations Cross-Functional Influence & Stakeholder Management Collaborate and influence senior leadership Drive alignment across Operations, Technology, Sales, Claims, Distribution, and Digital teams Serve as CX representative in governance forums Insights, Analytics & Reporting Guide the team in converting data into actionable insights Review VOC dashboards, NPS trends, and metrics Present insights to senior management Team Leadership & Capability Building Lead and mentor a team of managers and deputy managers Build CX capability for the assigned applications Foster a culture of customer-centricity Industry Bench marking & Future?Ready Experience Design Benchmark CX practices across BFSI and global industries Identify emerging CX trends and integrate them into strategy Key Requirements – Education & Certification Graduate / Post Graduate Key Requirements – Experience & Skills This role requires strong leadership, governance capabilities, deep customer insights and the ability to influence senior stakeholders and cross?functional teams. Remarks The details of this position are confidential. The decision to change/modify the specifications is at management’s discretion.