CX Digital and Tech

The job profile for this position is Program Management Lead Analyst, which is a Band 3 Senior Contributor Career Track Role.

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CX Digital, Product & Analytics Enablement

Location: Bangalore

Band: Senior Band 3

Role Purpose

Provide strategic CX Digital leadership across post‑sales customer journeys, with a strong focus on technology‑enabled experience improvements, product development partnership, and data‑driven decision making across International Health markets.

This role supports CX teams by working closely with Product, Engineering, Analytics, and Platform teams to ensure customer experience initiatives are embedded into product roadmaps and delivery cycles — not treated as downstream optimizations. The role brings a strong analytics mindset to CX problem‑solving, helping teams identify friction, measure outcomes, and continuously improve post‑sales experiences across web and mobile platforms.

Key Responsibilities

CX Digital & Post‑Sales Experience Ownership

• Act as a strategic CX Digital partner for post‑sales journeys including claims, benefits, coverage, provider search, account management, and service flows
• Translate CX priorities into clear product and technology requirements, ensuring they are built into product backlogs and delivery plans
• Support CX teams in shaping scalable, repeatable experience improvements across markets and platforms

Product & Technology Partnership

• Work closely with Product Managers, Engineering leads, and Platform teams to influence roadmaps with a strong CX lens
• Review and contribute to product discovery, solution design, and delivery trade‑offs, ensuring CX considerations are balanced with technical constraints
• Act as a bridge between CX strategy and day‑to‑day product development execution across web and mobile ecosystems

Analytics, Insights & Measurement (Core)

• Bring a strong analytics and data‑driven mindset to CX Digital initiatives
• Define and track CX success metrics, including funnel performance, drop‑offs, adoption, engagement, and outcome‑based KPIs
• Partner with Analytics teams to:

• Interpret quantitative and qualitative data
• Identify root causes of CX issues
• Measure the impact of product and experience changes

• Translate data into clear insights and recommendations for CX, Product, and leadership stakeholders

Digital Platforms & Delivery Understanding

Strong understanding of modern digital platforms, including:

• CMS‑driven web platforms
• API‑based integrations
• Authentication and logged‑in experiences
• Mobile app ecosystems (iOS / Android)
• Ability to engage confidently in delivery discussions, sprint planning, and prioritization — without being a hands‑on developer

Governance, Enablement & Ways of Working

• Define CX Digital standards, frameworks, and best practices for post‑sales journeys across markets
• Enable markets and teams through playbooks, guidance, and self‑serve frameworks, reducing dependency on ad‑hoc solutions
• Ensure alignment across CX, Product, Technology, and Analytics teams on priorities, measures, and outcomes

Core Skillset & Capabilities

CX & Journey Expertise (Critical)

• Deep understanding of end‑to‑end customer journeys, particularly post‑sales and service experiences
• Experience working closely with CX, UX, Product, and Engineering teams

Product Development & Technology Acumen

• Strong ability to understand and influence product development processes, roadmaps, and delivery models
• Comfortable translating CX needs into clear, actionable product requirements

Analytics & Data Fluency (Critical)

• Strong background in digital analytics and performance measurement
• Experience working with dashboards, KPIs, funnels, and insight generation
• Ability to use data to drive prioritization, decision‑making, and outcome measurement

Regulated / Insurance Domain Experience (Preferred)

• Experience in health insurance, financial services, or regulated environments
• Understanding of:
  • Compliance‑driven constraints
  • Trust, accuracy, and consistency requirements
  • High‑intent post‑sales journeys

What This Role Is Not

• Not a pure marketing or acquisition role
• Not a hands‑on engineering role
• Not execution‑only delivery

This role is about strategic CX Digital enablement, product partnership, and analytics‑led improvement of post‑sales experiences at scale.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.