Amit Thakur
Insurance Leader | 20+ Years in Strategic Initiatives, Customer Experience, Transformation, Strategy, Business Distribution and P&L Management
- Role
- Vice President- Cx Transformation Customer Experience Strategy Change Management at HDFC Life
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Amit Thakur
Senior leadership professional with 20 years of diverse experience in the insurance industry, driving growth, transformation, and customer-centric strategies. Proven expertise in Customer Experience Strategy, CX Innovation, and End-to-End Transformation with a track record of delivering seamless digital journeys and large-scale operational efficiencies.Extensive leadership in business development, digital alliances, and partnerships with fintechs, aggregators, and brokers. Successfully built and scaled telesales, call center, and BPO operations with 400+ FTEs across multiple units, achieving strong topline growth and sustainable bottom-line efficiencies.Strategic experience in sales and business strategy, P&L ownership, and key account management across both proprietary and non-proprietary distribution channels. Adept at managing large portfolios, leveraging technology for customer engagement, and leading cross-functional initiatives in Tech, Product, Operations, and Analytics.Recognized for driving customer-first culture, implementing AI, ML, NLP, and RPA-led solutions, and building future-ready models of digital distribution in life and general insurance.
Experience
Vice President- Cx Transformation Customer Experience Strategy Change Management
Apr 2022 — Present · Mumbai, IN
As a seasoned executive with expertise in customer experience (CX) transformation and digital transformation, I have a proven track record of driving business growth through the development and execution of CX strategies. I specialize in creating innovative, customer-centric solutions that drive digital transformation and improve customer engagement. With a focus on data-driven insights, I lead cross-functional teams to deliver exceptional customer experiences across all touchpoints and channels.
Education
Gossner College
Bachelor's degree, Zoology/Animal Biology
2002 — 2005
ITM Group of Institutions
Executive MBA, Operations Management and Supervision
2007 — 2009
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