AVP - Customer Experience
Aditya Birla Health Insurance
Age: 33
As the Head of Customer Experience, Tapan Bhatia is responsible for end to end customer journey design across all touchpoints working with C-level stakeholders across the company. Driving the customer centricity initiatives across the organization, designing and continually redefining the customer journeys for all customer interactions leading to re-engineering of claims, medical examination, customer service, engagement and sales processes as well as UI/UX re-design of the app and website.
During his time in the industry, Bhatia has already built up an impressive portfolio of achievements. But the best may still be yet to come. Looking ahead, Bhatia looks to grow his prowess within the insurance industry, bringing in customer-centric thinking across all facets of the business – from product design, to processes, to technology and digital innovation. As part of this approach, Bhatia wants to see the industry shift from health insurance to “health assurance”, by motivating customers to take more active care of their fitness. It’s a mission that he sees as an important contribution to shaping the future of insurance across India.
