Senior Associate - Customer Experience Management

PeopleStrong; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

HDFC ERGO General Insurance is seeking a Senior Associate in Customer Experience Management in Mumbai. The role focuses on driving email quality, improving customer experience, and publishing ERA reports. You will analyze NPS trends and work with cross-functional teams to implement process and automation enhancements.

The position requires a Bachelor's degree, proficiency in MS Office, and at least 18 months in a similar role. Strong analytical skills and stakeholder management are essential.

Qualifications

• Bachelor's Degree is a prerequisite across disciplines.
• Strong MS Office, especially Excel and PowerPoint.
• Minimum tenure of 18 months in the same role.
• Solid analytical and problem-solving abilities.
• Good process and product knowledge about the Insurance Industry/HDFC Ergo.
• Effective communication and stakeholder management skills.

Responsibilities

• Drive email quality, automation accuracy, and customer experience improvement through structured audits.
• Prepare and publish ERA (Email Review & Analysis) reports with clear, actionable insights.
• Analyse NPS and customer feedback trends to identify gaps and recommend process improvements.
• Collaborate with cross-functional teams to implement process improvements and track impact.
• Drive automation enhancements across new and existing categories to improve efficiency.
• Work closely with technology and automation teams to design and implement bot enhancements.
• Execute initiatives to reduce cases moving to the manual queue through automation.

Skills

Any Graduate

Education

Bachelor's Degree (any discipline)

Job description

Senior Associate - Customer Experience Management

• HDFC ERGO General Insurance
• India>West>Maharashtra>Mumbai>Mumbai - Bhandup>Mumbai - Bhandup>2124>Corporate

Posted On 26 May 2026

End Date 26 May 2027

Required Experience 1 - 3 years

Basic Section

New Job Title Senior Associate - Customer Experience Management

No. Of Openings 1

Grade E3

Campus/Non Campus Non Campus

Employment Type Permanent

Organisational

Company HDFC ERGO General Insurance

Legal Entity HDFC ERGO General Insurance

SBU/ Channel CEM

Business Function Non Sales

Cost Center Code 1661

Department Customer Experience Management

Function CEM

Business Zone NA

Job Role Project Coordinator

Country India

Region West

State Maharashtra

Branch Code 2124

Type of Office Corporate

Skills

Any Graduate

Job Description

JOB PROFILE

Department

CEM

Function

Customer Service Experience

Position

Senior Executive/ Deputy Manager

Band

JM 2

Location

Reporting To

AVP/DVP

Our Vision

To be the most admired insurance company that enables the continued progress of customers by being responsive to their needs.

HDFC ERGO as an Employer

We believe in Sensitiv ity

We uphold Ethics

About HDFC E RGO

HDFC ERGO General Insurance Company Limited was promoted by erstwhile Housing Development Finance Corporation Ltd. (HDFC), India’s premier Housing Finance Institution and ERGO International AG, the primary insurance entity of Munich Re Group. Consequent to the implementation of the Scheme of Amalgamation of HDFC with and into HDFC Bank Limited , one of India’s leading private sector bank (Bank), the Company has become a subsidiary of the Bank. The Company offers complete range of general insurance products ranging from motor , health , travel , home and personal accident in the retail space and products like property , marine and liability insurance in the corporate space. With a network of branches spread across wide distribution network and a 24x7 support team , the Company has been offering seamless customer service and innovative products to its customers.

Drive email quality, automation accuracy, and customer experience improvement through structured audits

Prepare and publish ERA (Email Review & Analysis) reports with clear, actionable insights

Analyse NPS and customer feedback trends to identify gaps and recommend process and experience improvements

Collaborate with cross-functional teams to implement process improvements and track impact

Drive automation enhancements across new and existing categories to improve efficiency

Work closely with technology and automation teams to design and implement bot enhancements

Execute initiatives to reduce cases moving to the manual queue through process and automation interventions

Key Requirements–Education & Certification

Bachelor's Degree is any disciple

Highly Proficient in MS Office, Excel and Presentations

Minimum tenure of 18 months in the same role.

Strong analytical and problem-solving abilities

Should have good process and product knowledge about Insurance Industry/HDFC Ergo

Effective communication and stakeholder management skills

Experience in quality audits, customer experience, or email operations preferable

Remarks

The details of th is position are confidential.

The decision to change/ modify the specifications i s at management’s discretion .