Head - New Digital Capability(Life Insurance)

Michael Page; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Be a part of a high impact team

Job summary

Michael Page is seeking a highly skilled professional in Mumbai to lead customer journey design and drive digital transformation in a growing life insurance brand. The successful candidate will have 7-12 years of experience, ideally within the life insurance sector, focusing on program management and customer experience optimization.

This role involves driving end-to-end customer journeys, optimizing digital platforms, and implementing automation improvements. Join a high-impact team and influence customer experiences significantly.

Qualifications

• 7-12 years of experience in operations, digital, or transformation roles.
• Experience in customer journey design and digital transformation.
• Strong understanding of automation and system integration.

Responsibilities

• Own and drive end-to-end customer journey lifecycle.
• Design customer-first journeys with a focus on UI/UX principles.
• Build and optimize customer touchpoints across multiple platforms.
• Drive automation of customer journeys and collaborate with technology teams.
• Work closely with cross-functional teams for alignment and execution.

Skills

Customer journey design

Digital transformation

Process automation

Program management

UI/UX principles

Analytical skills

Job description

• Growing Life Insurance
• Lead a high impact team

About Our Client

Growing life insurance brand

Job Description

1. Customer Journey Design & Execution

Own and drive end-to-end customer journey lifecycle across key processes (onboarding, servicing, claims, renewals, etc.)

Design customer-first journeys with a strong focus on UI/UX principles.

Identify journey gaps, drop-offs, and inefficiencies to enhance experience and conversion.

Ensure seamless integration across digital and assisted service channels.

2. Digital Touchpoints & Channel Management

Build and scale customer touchpoints across WhatsApp, chatbot, web, and mobile platforms.

Optimize chatbot and WhatsApp journeys to improve resolution, engagement, and self-service adoption.

Continuously enhance digital flows based on performance insights and customer behaviour.

3. Automation & Systems Enablement

Drive end-to-end automation of customer journeys across systems.

Partner with technology teams to implement workflow automation and integrations.

Ensure processes are digitized, standardized, and scalable across operations.

Leverage emerging digital capabilities to reduce costs and improve turnaround time.

4. Stakeholder Management

Work closely with Operations, Technology, Digital, and Customer Experience teams.

Act as a bridge between business, operations, and technology.

Drive alignment and execution across cross-functional stakeholders.

The Successful Applicant

• 7‑12 years of experience in operations, digital, or transformation roles
• Life insurance experience preferred; candidates with a consulting background will also be considered
• Proven experience in customer journey design, digital transformation, and process automation
• Strong program management and execution capabilities
• Deep understanding of digital platforms, chatbot ecosystems, and WhatsApp‑based solutions
• Experience in UI/UX‑led journey design and customer experience optimization
• Knowledge of systems and processes in the life insurance industry
• Expertise in automation, workflow design, and system integration
• Strong analytical and problem‑solving skills

What's on Offer

Be a part of a high impact team