Senior Manager-Customer Experience

Axis Max Life Insurance Limited; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Axis Max Life Insurance Limited seeks a Control Tower Specialist to oversee CAPA, RCA, and governance across customer service operations.

You will partner with Operations, Technology and Marketing to map journeys, identify gaps, and drive preventive initiatives. 4–6 years in CX escalation and CAPA are preferred; MBA from a Tier 1 school is advantageous. This role reports to the CX/Operations head and focuses on customer experience and process efficiency.

Qualifications

• Experience in customer escalation handling and CAPA units.
• Ability to conduct RCA and map customer journeys.
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Control tower management and contribute to customer centricity roadmap.
• Support detailed analysis, RCA and CAPA for gaps.
• Identify process/tech gaps and coordinate with FLG units for closure.
• Provide strategic support to function heads on customer service projects.
• Influence stakeholders with metric-driven value statements.
• Govern governance of control tower rhythm and stakeholder liaison.

Skills

Customer escalation handling

CAPA management

RCA

Stakeholder management

Cross-functional collaboration

Analytical skills

Communication skills

Education

MBA from a tier 1 business school

Job description

Control tower works with the Operations, Technology and marketing teams within Max Life. This team manages CAPA and grievance analysis for operations, the corresponding customer journey mapping, communication revamp & existing customer gaps in key areas. KMP grievance reporting and governance will also now be a part of this. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.

Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances. We call this control tower, this vertical will direcly report to this role.

KEY RESPONSIBILITIES

• Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct
• Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas, RCA and CAPA
• Identify gaps and work with FLG units on closure of these process/tech items
• Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment
• Work with function heads to own specific preventive initiatives and work with CFTs to deliver these
• Give CX perspective on key customer journeys
• Governance of Control tower rhythm, stakeholder management

General expectations w.r.t the role

• Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer email handling items, comprehensively to senior management along with FLG leaders
• Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems.

MEASURES OF SUCCESS

• Timely and accurate RCA, insighting and reporting of publically disclosed and KMP reported grievances
• Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
• Successful archival of knowledge and dissemination of it across business functions
• Positive feedback and appreciation from business owners and decision makers.

KEY COMPETENCIES/SKILLS REQUIRED

• 4 to 6 years. Presently should be in customer escalation handling, managing CAPA units
• Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
• Ability to work with cross functional teams; strong networking and inter-personal skills
• Detail-oriented, organized, critical thinker with strong work ethics
• Excellent communication skills and a thoughtful, persuasive personal style.
• Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.
• Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
• Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
• Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
• Life insurance experience a plus, but not mandatory

Desired qualification and experience

• Management Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firms
• Life insurance experience a plus, but not mandatory