DGM/ Associate Director - Customer Experience Partner

Role Overview

This role exists to identify those structural gaps early, define them with precision, and drive system-level redesign at the root. It focuses on diagnosing complex, cross-functional problems and enabling durable, first-principles solutions that prevent recurrence rather than treating symptoms.

You will act as a problem-definition and insight layer for leadership—translating complex issues into clear, data-backed narratives and actionable recommendations, and driving execution with cross-team stakeholders.

It is a problem-definition and systems-design role with enterprise-wide influence.

Key Responsibilities

1. Root Cause Analysis & Pattern Identification

Conduct deep root cause analysis (RCA) across all major escalation themes and customer journeys.

Identify recurring patterns, systemic gaps, and improvement opportunities across product, policy, process, technology, communication, and incentive design.

Integrate qualitative RCA insights with business and operational data to validate hypotheses.

Perform cohort, funnel, and trend analyses to quantify impact and separate signal from noise.

Prioritize systemic issues based on scale, severity, and CX impact.

Use data to challenge assumptions, validate root causes objectively, and inform actionable redesigns

2. Problem Definition & Leadership Communication

Convert analysis into crisp problem statements consumable by CXOs and senior leaders.

Create high-quality RCA documents and decks that clearly articulate:

What is broken

Why it is happening

Who is impacted and at what scale

What needs to change systemically

Drive RCA readouts with LOBs, PODs, and functional teams.

3. Driving Systemic Fixes with Stakeholders

Partner with POD Owners, Product, Tech, Ops, Underwriting, Claims, Marketing etc to:

Align on root causes and solution direction

Drive action closure on RCA findings

Influence product roadmaps and process redesigns based on insights

Track execution progress and surface risks or dependencies early.

Ensure fixes are scalable, sustainable, and measurable.

4. Impact Tracking & Continuous Improvement

Track the effectiveness of RCA-driven changes over time.

Measure impact on escalation volume, repeat complaints, and CX metrics.

Establish feedback loops to refine future RCA approaches and prioritization.

Institutionalize learnings into SOPs, automation, product rules, and governance mechanisms.

This role exists to eliminate root causes, not manage symptoms.

Success Metrics (KPIs)

≥50% reduction in escalations from identified themes

% of RCA actions closed within agreed SLAs

Measurable improvement in CX metrics (CSAT, NPS, complaint rate, repeat escalations)

Stakeholder satisfaction with RCA depth, clarity, and outcomes

Skills & Competencies

Must-Have

Exceptional structured problem-solving and first-principles thinking to diagnose complex, cross-functional challenges.

Outstanding written communication and documentation skills to translate complex issues into clear, actionable recommendations for leadership.

Strong stakeholder management and influencing skills to drive alignment and execution across teams without direct authority.

Strong analytical capabilities with hands-on experience in SQL / Google BigQuery to support data-driven diagnostics and validation.

Comfort navigating ambiguous, high-impact problem spaces and making decisions with incomplete information.

Good-to-Have

Experience in insurance, fintech, or consumer internet ecosystems

Exposure to CX analytics, ops excellence, consulting, or product ops roles

Familiarity with RCA frameworks (5 Whys, Fishbone, Journey RCA, etc.)

Experience working with AI-driven insights or automation tools

Preferred Background

Education

Tier-1 Engineering (IITs, BITS, NITs) or Tier-1 MBA (IIMs, ISB, XLRI, FMS, MDI)

Strong foundations in Analytics, Statistics, and Business Strategy & Ops

Work Experience

6+ years of experience in strategy, consulting, analytics, or system/problem-design roles

Demonstrated experience in complex problem solving, cross-functional influence, and system-level redesign

Exposure to insurance, fintech, or large-scale consumer tech operations is a plus

Who Should Apply

You are a strong fit if you: ✔ Enjoy solving complex, ambiguous problems ✔ Think in systems rather than cases ✔ Are data-driven and narrative-strong ✔ Can influence change without owning execution directly ✔ Believe great CX is built by fixing root causes, not firefighting