Anjali Mandalaywala Kaul
Head of Member Experience & Engagement at John Hancock
- Role
- Head of Member Experience & Engagement at John Hancock
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Anjali Mandalaywala Kaul
Experienced customer success professional who utilizes member experience expertise to facilitate a culture of customer-centricity and operational excellence that exceeds customer expectations.In 2015, John Hancock disrupted the life insurance industry by incorporating a wellness program (Vitality), into its life insurance products. This innovative solution required a new, inventive team to support all aspects of the John Hancock Vitality (JHV) Program.JOHN HANCOCK VITALITY PROGRAM STATISTICS: Net Promoter Score (NPS): 43 Account Activation/Registration Rate:~69%eMail Open Rates:~ 47%- 91% Vitality Election Rate: 50%• Received the 2019 Star of Excellence Award (highest employee award within Manulife’s worldwide organization) for the launch of Vitality GO, the free version of Vitality available on all newly issued life insurance policies• Led and influenced a customer-centered culture within all of John Hancock Insurance• Develop and deliver the annual Customer Experience & Engagement Strategy • Transformed the end-to-end digital customer experience for John Hancock Vitality customers• Built, manage and mentor the JHV member experience team which includes analysts, strategy and implementation leads, analytics directors, etc.• Lead cross-functional teams in the delivery of transformative program enhancements via innovative partnerships with companies such as Amazon.com, Apple, Fitbit, Headspace, Hotels.com, Onduo (Google/Verily company), Quest Diagnostics, Tufts University, Walgreen’s etc.• Enable critical data-driven decision making for functions including the Customer Journey and Experience• Lead the customer experience/engagement teams and program including strategy development and execution, governance, online portals, VOC programs and execution of end-to-end customer journey improvements based upon insights and data• Collaborate with the enterprise VOC team driving transactional and relationship surveys to identify best practices, customer insights and improvement opportunities• Drive cross-functional customer experience program improvements spanning the customer journey to simplify processes and customer touch points• Define KPIs and targets for several critical milestones within the customer journey and monitor progress • Oversee incidents that occur within our existing customer community, developing resolution with the ultimate goal of retaining customer loyalty and satisfaction• Oversee and manage all customer-facing functions, campaigns and communications through the customer life cycle Feel free to connect with me.
Experience
Head of Member Experience & Engagement
Oct 2014 — Present · Boston, MA, US
Education
College of the Holy Cross
Bachelor's degree, Fine/Studio Arts, General
1999 — 2001
University of Virginia
Bachelor's degree, Architecture
1996 — 1999
Skills
- Relationship Management
- Direct Marketing
- Marketing
- Financial Services
- Fixed Annuities
- Email Marketing
- Life Insurance
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