Vice President, Customer Management
Core
Lead end-to-end customer strategy, roadmap, and value management across the insurance value chain from acquisition to advocacy.
Role type
Senior executive customer management leader
Builds
Enterprise customer experience standards, segmentation models, and performance frameworks for Life, Health, and General Insurance businesses
Domain
Insurance (Life, Health, General) / Customer Experience
Deliverable
dashboards & analysis
Required skills
Enterprise strategy execution, multi-market leadership, customer value management, stakeholder influence, change leadership, team development, regulatory compliance, data-driven decision making
Preferred skills
CRM platform expertise, digital service transformation, predictive customer management, cross-functional collaboration
Technologies
CRM platforms, Voice of Customer tools, complaints analytics, CX measurement platforms
Responsibilities
Lead execution of Group Customer strategy across all insurance businesses; Establish enterprise-wide customer segmentation and service models; Provide oversight of customer experience across acquisition, servicing, claims, and retention; Own enterprise targets for NPS, retention, and customer lifetime value; Sponsor capabilities for CRM and CX analytics; Act as senior owner for customer conduct and regulatory compliance; Enable markets with frameworks and playbooks; Lead and develop high-performing customer management teams
Seniority
Executive (VP level)