Head of Digital Strategy & Customer Experience - East Region
Liberty Insurance Pte Ltd
Mumbai, India
3d ago
  • Newly Created Regional Role With Direct Reporting To Our Regional COO
  • Establish and Drive Our Customer Experience and Digital Vision In The Region
  • Work For A Leading Fortune 100 Organization
  • Responsibilities

  • Oversees the development of a comprehensive Customer Experience and Digital vision and strategy
  • Responsible for defining customer journeys within the region.
  • Responsible for ownership of digital activities such as digital products, services and / or platforms.
  • Collaborates with leadership in other regional / functional areas (Distribution, Claims, Service, IT) and peers on the regional leadership team to identify and develop both analog and digital solutions;
  • with primary focus on moving towards digitizing our internal and external processes and solutions.

  • Defines the digital short and long term roadmap (as informed by the customer journey mapping) and executes strategy in alignment with regional plan.
  • Collaborates with all functions to integrate and execute the right processes, technology and people to deliver an optimal customer experience
  • Responsible for prioritizing and determining appropriate resourcing and budgeting for customer journey initiatives across the region
  • Shares responsibility for digital revenue and expense goals along with in-market digital distribution leaders
  • Partners with counter-parts across regions and global teams to deliver on GRM's overall digital vision.
  • Requirements

  • Bachelor's degree (Master's preferred) and 12-15 years of progressive management experience required
  • Proven track record of developing and leading customer experience and / or digital strategies in large scale organizations
  • Demonstrated ability to be highly collaborative and execute effectively across multiple functions and levels of the organization
  • General knowledge of agile methodologies, design thinking and digital technologies
  • Experience in overseeing complex and matrixed budget and planning processes
  • Solid, analytical, organization, and presentation skills
  • Strong communication and interpersonal skills required
  • 20% -40% travelling is anticipated for this role
  • Apply
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