Associate Product Manager - Health Customer Experience
Company: Policybazaar
Location: Gurugram, Haryana, India (5 days from office)
Department: Product Management - Health Insurance
Employment Type: Full-time
Role Summary
As an Associate Product Manager on the Health Customer Experience team, you will be instrumental in shaping the digital journey for our health insurance customers. You will focus on optimizing the user experience across various platforms (web, mobile app, WhatsApp, calls, etc) to ensure a seamless and intuitive customer journey from initial inquiry to claim settlement. This role requires a data-driven mindset, strong problem-solving skills, and a passion for improving customer satisfaction in a fast-paced environment.
Key Responsibilities
- Optimize Customer Journeys: Continuously enhance the user experience across all digital platforms, ensuring a smooth and intuitive journey for customers.
- Data Analysis & Insights: Monitor key business metrics (productivity, conversion rates, customer satisfaction) and conduct data analysis using tools like SQL and Excel to identify trends, drop-offs, and opportunities for improvement.
- Product Development Support: Collaborate with product managers and cross-functional teams (engineering, design, marketing, customer support) to define features, prepare Business Requirement Documents (BRDs), and manage the product backlog and timelines using tools like Jira
- Documentation & Communication: Document product requirements, user stories, and acceptance criteria clearly and concisely, acting as the product SME (Subject Matter Expert) for functional experiences.
Required Qualifications and Skills
- Education: Bachelor's degree in Engineering, Computer Science, or a related quantitative field. An MBA is an added advantage. (IIT and IIM grads will be pref).
- Experience: 2-3 years of experience as a business analyst or 0-1 in a product management related field.
- Technical Proficiency: Proficiency in data analysis using SQL and MS Excel is mandatory Skills.
- Strong analytical and problem-solving skills, with an aptitude for data, metrics, and trends.
- Bias towards action and the ability to manage end-to-end project activities independently.
- Excellent written, verbal, and presentation skills to effectively communicate with diverse stakeholders.
- Strong sense of user empathy and a keen eye for good design principles.
Benefits
- Competitive salary and benefits package (e.g., provident fund, group health insurance).
- Opportunities for career development and growth within India's largest insurance broker
- A dynamic, collaborative, and inclusive work environment.
