Contact Center Ops & Digital CX Excellence Officer

Location: Abu Dhabi, UAE

Company: eSanad.com (Success Insurance Services LLC)

Industry: Insurance Brokerage | InsurTech | Digital Insurance Platforms

Reporting To: Executive Management

eSanad Insurance is a UAE-licensed insurance brokerage and digital insurtech platform providing motor, medical, travel, and other personal lines insurance products through both digital and contact center-led distribution models.

As the business scales, eSanad is strengthening its insurance operations, customer servicing, renewals, and digital distribution capabilities to ensure regulatory compliance, operational efficiency, and superior customer experience.

The Contact Center Operations & Digital CX Excellence Lead Insurance is a senior operational role with full accountability for insurance customer journeys, covering contact center operations, digital insurance platforms, AI-enabled insurance servicing, and the upcoming mobile application.

This role is the single point of ownership for how insurance customers interact with eSanad across the full policy lifecycle from quotation and policy issuance to endorsements, renewals, retention, and ongoing servicing.

This role holds end-to-end ownership and accountability for:

• Insurance customer journeys across personal lines products (motor, medical, travel, etc.)
• Digital insurance sales and servicing channels
• Insurance contact center journey design, governance, and performance
• AI and automation embedded in insurance sales, servicing, and renewal processes

This role does not own HR administration or IT infrastructure, but defines insurance-specific business requirements, CX standards, service models, SLAs, and compliance-aligned performance outcomes.

• Own, design, and continuously optimize insurance customer journeys across all lifecycle stages.
• Establish standardized insurance journey frameworks covering:
• Lead generation and qualification
• Insurance quotation and comparison
• Policy issuance and documentation
• Policy servicing, endorsements, and cancellations
• Renewals, retention, and cross-sell
• Identify friction points, misalignment, or leakage across insurance journeys and lead measurable improvement initiatives.

• Own the design, governance, and performance of insurance contact center operations across:
• Inbound insurance sales
• Outbound insurance sales and renewals
• Policy servicing, amendments, and endorsements
• Retention and customer save initiatives
• Define and standardize insurance-compliant call scripts, call flows, disclosures, escalation frameworks, and service quality benchmarks.
• Ensure contact center operations are fully integrated with:
• Digital insurance platforms and funnels
• Insurance chatbots and AI-assisted tools
• CRM, policy administration, and insurer systems
• Mobile insurance application
• Partner with Operations and HR on insurance-specific workforce planning, product training, and coverage models, while retaining full accountability for CX, compliance, and operational performance.
• Ensure contact center activity supports insurance conversion, retention, regulatory compliance, and cost efficiency.

• Own and govern the insurance customer experience across all channels, including:
• Insurance websites and digital quotation funnels
• Insurance chatbots and AI-assisted servicing
• WhatsApp and insurance messaging platforms
• Insurance contact center
• Mobile insurance application
• Ensure seamless handover between digital insurance journeys and human insurance advisors.
• Eliminate siloed execution between digital and contact center insurance teams.

• Act as the business owner for the insurance customer experience layer of eSanad's digital platforms and mobile app.
• Translate insurance, operational, and regulatory requirements into clear functional specifications.
• Drive adoption, usability, compliance alignment, and continuous enhancement of digital insurance journeys.

• Own business use cases for AI and automation within insurance sales, servicing, and renewals.
• Govern insurance chatbot logic, AI escalation rules, AI-assisted advisor tools, and automated lead routing.
• Ensure AI initiatives improve insurance conversion, servicing efficiency, response times, and customer satisfaction without increasing mis-selling or compliance risk.

• Act as the central coordination authority across:
• Insurance product teams
• Contact center leadership
• Technology teams
• Marketing and acquisition teams
• External insurance partners and vendors
• Define insurance CX standards, SLAs, quality frameworks, and operating principles.
• Lead transformation initiatives while maintaining regulatory and operational stability.

• Define, monitor, and report insurance-specific KPIs, including:
• Insurance conversion rates by journey stage
• Contact center KPIs (FCR, AHT, QA, compliance scores)
• Digital-to-call and call-to-digital insurance flows
• Automation and self-service adoption
• Insurance retention and renewal rates
• Cost per policy and cost per interaction
• Provide executive-level insights and recommendations.

• Minimum 5+ years of experience within the insurance industry (brokerage, insurer, insurtech, or aggregator).
• Proven experience managing insurance contact center operations (sales + servicing).
• Hands-on exposure to insurance products, particularly motor and medical.
• Demonstrated ownership of insurance journeys integrated with digital and AI-driven platforms.
• Strong understanding of insurance CRM, policy administration systems, and regulatory sales conduct.
• Experience operating within regulated insurance environments is mandatory.
• Strong leadership and execution capability.

• Insurance-first customer journey mindset
• Strong operational and compliance discipline
• Digital and AI literacy applied to insurance operations
• Ability to lead cross-functional insurance teams
• Commercial awareness of insurance unit economics

• Lead one of the most critical insurance operations and CX transformation roles in a growing UAE insurtech.
• Direct influence on insurance revenue, retention, and servicing efficiency.
• Close exposure to executive leadership.
• High ownership and long-term growth potential.