Lead Digital Customer Communication

Job Profile: Lead Digital Customer Communication

Relevant Work-experience

• Minimum 7-10 years of experience working in a Life Insurance company

• Experience of deploying and managing communication engine

• Experience of Digital Marketing / planning & executing communication campaigns

• Complete understanding of using UTMs

Qualification Requirement

Graduate, MBA / Tech degree preferred

Key Performance Indicators

Skills & Competencies

• Knowledge of Insurance and policy life cycle is a must

• Experience of creating communication content /digital marketing

• Hands-on experience of working on communication engine

• Technical understanding of writing logics / rules for developing communications

• Experience of data analysis

• MS office (Word, PPT & Excel) knowledge is a must

• Self-Motivated

• Good communication skills, and knowledge of impact analysis

• Good at coordinating with different teams

Specific Responsibilities

- Own Customer Communication Strategy & Performance across WhatsApp, SMS, Email, IVR and emerging digital channels, driving higher customer engagement, retention and business outcomes.

- Drive Communication Effectiveness, continuously improving Delivery, Read, Click and Conversion metrics through data-led content optimization and personalization.

- Lead Renewal Collection Enablement through communication-led interventions that improve digital collections, 13M persistency and reduce dependency on outbound calling.

- Develop High-Impact Content & Product Propositions leveraging product expertise, customer insights, market trends and lifecycle-based engagement strategies.

- Design & Govern Customer Communication Journeys across the policy lifecycle, ensuring relevance, personalization, seamless customer experience and business impact.

- Drive Campaign Analytics & Optimization, including funnel analysis, cohort reviews, A/B testing, attribution modelling and actionable business insights.

- Own Communication Engine Governance, overseeing communication development, UAT, deployment, trigger validation, segmentation accuracy and change management.

- Lead WhatsApp & Channel Governance, maximizing channel effectiveness, regulatory compliance, template utilization and communication reach while optimizing costs.

- Ensure Regulatory Compliance & Delivery Governance through robust controls, fallback frameworks, audit readiness, root-cause analysis and cross-functional governance.

- Drive Communication MIS, Reporting & Cost Optimization, providing leadership visibility on campaign performance, collections impact, channel ROI and strategic improvement opportunities.

Ability to maneuver in a high demanding environment

Interfaces -

Within INLIC BIU, IT, Sales & Distribution, CEO Office, Marketing, Compliance

Outside INLIC – Communication engine vendor, WhatsApp / SMS / Email Vendors