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Head - New Digital Capability(Life Insurance)

Mumbai Permanent View Job Description
This is a newly created, high-impact leadership role responsible for driving end-to-end customer journeys across digital and assisted channels within the life insurance business. The role focuses on designing, building, and operationalizing seamless customer experiences through WhatsApp, chatbot, and other digital touchpoints, while leveraging technology and automation to optimize cost and enhance customer experience.
  • 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 channels2. 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 behaviour3. 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 time4. 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

Quote job ref
JN-062026-7045154

Job summary

Function
Consultancy, Strategy & Change
Sub Sector
Consulting
What is your area of specialisation?
Insurance
Location
Mumbai
Job Type
Permanent
Job Reference
JN-062026-7045154

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.