PHI - Sr. Specialist - Customer Success

prudential; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Prudential Health India in Mumbai is seeking a Sr. Specialist - Net Promoter Score (NPS) to join our Customer Service team. You will own the NPS program end-to-end, define survey strategy, and manage survey execution via SMS, Email, and WhatsApp.

You will analyze results by channel, geography, and product; translate insights into CX improvement plans; drive detractor recovery with servicing touchpoints; and maintain NPS dashboards for leadership and regulator IRDAI if required.

Qualifications

• 7-8 years of experience in customer experience driving NPS/CSAT surveys and VOC programs, with 4-5 years in health insurance or financial services.
• Bachelor’s degree required; marketing/analytics certification is a plus.
• Familiarity with CRM tools and data analysis is essential.

Responsibilities

• Own the NPS program end-to-end, including transactional and relational surveys.
• Define survey strategy, frequency, touchpoints, sampling logic and response tracking.
• Design and launch surveys via SMS, Email and WhatsApp; ensure localization and mobile responsiveness.
• Analyze results by channel, product, geography and agent; derive actionable insights.
• Present findings to leadership and cross-functional teams; drive detractor recovery initiatives.
• Create and maintain NPS dashboards and reports for senior leadership.

Skills

Analytical skills

Communication skills

Negotiation skills

NPS/CSAT tools

CRM systems

Education

Bachelor's degree

Marketing/Analytics cert

Tools

MS Dynamics

Salesforce

CRM Next

SimpleCRM

Job description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group's experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India's first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

To partner with us in this mission, we are looking for a talented Sr. Speciaist - Net Promoter Score (NPS) to join our Customer Service team in Mumbai. Your typical week might include the following:

• NPS Program Management with end-to-end ownership of the NPS framework, covering both Transactional NPS (post-service interactions) and Relational NPS (periodic customer surveys).
• Define survey strategy, frequency, touchpoints, sampling logic, and response tracking.
• Survey Execution with design and launch of surveys through platforms like SMS, Email, and WhatsApp.
• Manage survey delivery and efficacy through NPS tools by ensuring ensuring localization, mobile responsiveness, and customer-friendly formats.
• Analyze NPS results by channel, product, customer segment, geography, and agent.
• Derive actionable insights from detractor comments and verbatim.
• Present findings to leadership and cross-functional teams
• Drive detractor recovery & closure loop initiatives with Servicing touchpoints like Contact Center, Branch, Claims, and Sales teams, and drive improvements.
• Monitor resolution quality and TAT on detractor recovery.
• Convert NPS insights into CX improvement plans with business functions.
• Track progress on identified pain points-whether tech, process, or people-related.
• Create and maintain NPS dashboards and reports for senior leadership and regulator IRDAI (if required).
• Benchmark internal NPS trends against industry/customer experience standards.
• Identify and build programs for Promoters-such as testimonials, referrals, and case studies.

You could be the right candidate if you:

• Have 7-8 years of experience with 4-5 years in customer experience in driving NPS, CSAT surveys, VOC programs, driving process re-engineering and quality; in health insurance, general insurance or financial services industry.
• Familiarity with NPS and CSAT Survey tools prevailing in the market.
• Familiarity with CRM tools like MS Dynamics, Salesforce, CRM Next, SimpleCRM, etc.
• Have knowledge of text and customer sentiment analysis and statistical interpretation.
• Have strong analytical skills to identify trend deviations and pain areas for quick redressal.
• Have excellent communication and negotiation skills.
• Have a bachelor's degree from a recognized University. Certification in marketing or analytics will be an added advantage.
• Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
• Have demonstrated the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing.

This could be the gig for you if you...

• Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas.
• Thrive in environments that celebrate co-creation and collaboration.
• Are passionate about leveraging new age digital tools and technologies to transform customer experience.
• Like to work in a culture where everyone can see what others are doing
• Take help from others when stuck and encourage others when there are setbacks
• Take full responsibility for your team's contribution output while thinking wing to wing across the organization; to solve for the customer.

What can make you extra special if you

• Have walked extra mile in solving business problems by adopting offbeat path
• Proven track record of exceeding Service level expectations from stakeholders.
• Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment.
• Be a team player who is goal orientated, committed, and an advocate and early adopter of change.
• A proven track record working i