Head – Contact Centre - 15+ Years - Bangalore

Title: Head – Customer Experience – Insurance – Bangalore – 12-15 Years

Summary:
We are looking for a strategic Customer Experience leader with 12–15 years of experience across Customer Experience, Customer Service, BPO Operations, Contact Centre Operations, or Customer Support. The role is focused on shaping customer experience strategy, driving operational excellence, digital transformation, analytics, and large-scale service operations. The ideal candidate will bring strong expertise in NPS, CSAT, FTR, AHT, SLA management, workforce planning, quality governance, and AI/automation-led transformation.

Location: Bangalore

Your Future Employer:
A technology-driven insurance organization that is reimagining insurance through transparent, digital-first products and processes, with a strong focus on customer-centric innovation.

Responsibilities:

1. Defining and executing the customer experience strategy in alignment with organizational goals.
2. Overseeing end-to-end customer service operations while ensuring quality and compliance.
3. Driving initiatives to improve NPS and CSAT while reducing customer and employee attrition.
4. Implementing automation, AI, and digital solutions to enhance operational efficiency.
5. Managing critical customer escalations and ensuring timely resolution.
6. Collaborating with HR, Training, and Quality teams to strengthen employee engagement and capabilities.
7. Presenting performance dashboards, analytics, and strategic insights to senior leadership.
8. Championing customer-centric innovation across multiple customer interaction channels.

Requirements:

1. Holding 12–15 years of experience across Customer Experience, Customer Service, BPO, Contact Centre Operations, or Customer Support.
2. Bringing 5–7 years of experience in senior leadership roles.
3. Demonstrating strong expertise in NPS, CSAT, FTR, AHT, SLA management, and workforce planning.
4. Managing attrition, quality governance, and operational excellence initiatives effectively.
5. Leveraging CRM platforms, workforce management systems, automation, AI, and analytics to drive business outcomes.
6. Demonstrating strong strategic thinking, stakeholder management, and customer-centric decision-making.
7. Driving data-led problem solving and large-scale transformation initiatives.
8. Holding a Graduation degree as a mandatory qualification.
9. Possessing an MBA/Post-Graduation in Business Administration or Operations Management is preferred.
10. Holding Six Sigma Black Belt, Customer Experience Management, Digital Transformation Leadership, or equivalent certifications is preferred.

What’s in it for you:

• Shaping the customer experience vision and strategy for a technology-driven insurance business.
• Leading transformation across people, process, and technology at scale.
• Influencing key business decisions alongside senior leadership.
• Working in a culture that values ownership, innovation, and customer-centricity.

Reach Us:
If you feel this opportunity is well aligned with your career progression plans, please feel free to reach me with your updated profile at garima.dutta@crescendogroup.in

Disclaimer:
Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Our expertise spans multiple industries, helping organizations build exceptional teams while enabling professionals to achieve meaningful career growth.

Note:
Due to the high volume of applications, if you do not hear from us within one week, please assume that your profile has not been shortlisted.

Profile Keywords:
Customer Experience, Customer Service, BPO Operations, Contact Centre Operations, NPS, CSAT, Workforce Management, Operational Excellence, Digital Transformation, AI & Automation, Quality Governance, Insurance