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Hiring companyHDFC ERGO
Verified today
Senior Manager, Customer Experience Management
Mumbai, Maharashtra, India Full-time On-site
About the role
Customer Experience Management team at HDFC ERGO leads strategic CX initiatives, redesigning end‑to‑end journeys and driving digital transformation. The Senior Manager guides a team of managers, influences senior leadership across Operations, Technology, Sales, Claims and Digital, and translates analytics into actionable insights. Mumbai, on‑site, Full-time role focusing on CX capability building and industry benchmarking.
What you’ll do
- Lead strategic customer experience initiatives and journey redesign
- Oversee root cause analysis, gap identification and solution design
- Introduce digital and process innovations across CX ecosystem
- Collaborate with senior leadership and cross‑functional teams to align operations and technology
- Guide team in converting data into actionable insights and present to senior management
- Mentor managers and deputy managers to build CX capability
Skills
Customer ExperienceProcess RedesignStakeholder ManagementData Analytics
Education
Graduate / Post Graduate