VP, CX

Job Description
Job Description - Vice President, Customer Experience (CX)
Location: Bangalore, India
Experience Required: 15-20 years
Domain Expertise: US Insurance (Personal & Commercial Lines)
Summary about the Role
We are seeking a highly accomplished Vice President - Customer Experience (CX) to lead and strengthen our customer experience strategy, operations, and execution in India. This senior leadership role is pivotal in ensuring seamless onboarding, support, and customer engagement across our SaaS-based solutions. The VP CX will be responsible for driving customer satisfaction, retention, and advocacy, while managing high-performing CX teams in India and partnering closely with our global teams in North America.
Key Responsibilities
Leadership & Strategy

• Define and drive the overall CX vision, strategy, and execution for the India operations, ensuring alignment with global business goals.
• Set clear goals for India CX teams in alignment with company objectives and the expectations of the CX leadership in the US. Ensure these goals are cascaded to all sub-teams, progress is regularly tracked, and outcomes are transparently communicated.
• Act as a thought leader and advocate for customer-centricity across India organization.
• Build, scale, and mentor cross-functional CX teams to deliver best-in-class experiences.

Customer Operations & Functional Management

• Oversee critical customer-facing functions including support, data services/migration, customer solutions etc.
• Establish, monitor, and refine CX processes to ensure efficiency, scalability, and consistency across customer engagements. Continuously review these processes and tweak as required to drive ongoing efficiency improvements.
• Identify opportunities for process automation by leveraging AI resources available in the organization to enhance scalability and reduce manual effort.
• Work with global CX teams in monitoring customer journeys closely to proactively identify pain points and ensure timely resolution by collaborating with engineering, product, and operations teams.

Performance Management & Metrics

• Define Key Result Areas (KRAs) for each team within CX and develop metrics to track performance, enable regular analysis, and drive necessary course corrections.
• Partner with team managers to map competencies for each team, assess them at an individual level, identify skill gaps, and facilitate targeted training programs.
• Build a culture of continuous learning and development, ensuring teams consistently upgrade their knowledge and skills to meet evolving business and customer needs.

Domain & SaaS Expertise

• Leverage deep understanding of US insurance (personal & commercial lines) to contextualize customer needs and ensure domain-relevant solutions are delivered.
• Bring strong knowledge of SaaS functional processes-including onboarding workflows, support SLAs, knowledge management, customer success metrics etc.
• Ensure all CX practices align with the SaaS business model and support long-term customer lifetime value.

Global Collaboration

• Manage India-based CX teams with strong operational oversight, performance management, and talent development.
• Serve as a key bridge with North American CX, Product, and Engineering teams to ensure seamless collaboration, process hand-offs, and unified customer engagement strategies.
• Represent India operations in global CX forums, influencing strategic direction and sharing customer insights.

Customer Advocacy & Continuous Improvement

• Lead by example in customer-facing roles-engaging directly with strategic clients if and when required, to resolve escalations and strengthen trust.
• Actively work with cross-functional stakeholders (Product, Engineering, Sales, Operations) to resolve systemic issues impacting customer experience.
• Drive a culture of continuous improvement, leveraging data-driven insights, CSAT feedback, and advanced analytics to optimize CX outcomes.

Qualifications & Experience

• 15-20 years of progressive experience in customer experience, support, onboarding, and service delivery functions, ideally within SaaS companies.
• Preferably from background in engineering or technology, with proven ability to understand and address technical as well as business issues.
• Deep domain expertise in US insurance (personal & commercial lines); exposure to global insurance clients will be a strong advantage.
• Demonstrated success in leading and scaling CX teams in India, while collaborating effectively with global teams in North America.
• Prior experience in customer front-ending roles, handling escalations, and resolving customer challenges by partnering with cross-functional teams.
• Excellent interpersonal, leadership, and communication skills with the ability to influence senior stakeholders and build trusted customer relationships.
• Strong analytical mindset with ability to measure and improve CX metrics, operational KPIs, and overall business impact.

Key Competencies

• Customer-centric mindset with a passion for delivering outstanding experiences.
• Ability to balance strategic vision with hands-on operational execution.
• Collaborative leadership style with strong cross-cultural and cross-functional engagement skills.
• Problem-solving orientation with the ability to navigate complexity and drive outcomes under pressure.
• High emotional intelligence, adaptability, and resilience in a global, fast-paced SaaS environment.

What We Value

• We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
• Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

Who We Are

• For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
• We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
• It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.