HEAD OF CUSTOMER EXPERIENCE Full Time NEW

Even is a Health-tech company on a mission to revolutionize the healthcare system in India by prioritising patients and doctors. We partner with top hospitals across the country to offer unlimited OPD and hospitalisation to our members, focusing on preventive healthcare and ensuring it is accessible and affordable. Our vision is to create a model of healthcare that empowers people to take charge of their health.

If you are passionate about changing the way healthcare works in India, Even is the place for you.

About The ROLE

The Head of Experience owns Even’s experience strategy and execution across two distinct audiences

• B2C insurance and online customers – patients and end consumers navigating their insurance and health journeys with Even
• Patient experience in-hospital – the on-ground care touchpoints that Even facilitates

You’ll be building the function by setting strategy, driving cross-functional execution, and making great experience a repeatable, measurable outcome at scale.

You’ll sit at the intersection of Product, Ops, Growth, and Clinical – and you’ll need to move all of them.

What You’ll Own

Experience Strategy – From app to hospital

• Define Even’s experience vision for insurance and healthcare end-to-end – and hold the organisation accountable to it.
• Build the operating model, metrics framework, and feedback loops that make experience measurable and improvable.
• Represent the customer’s perspective in strategic decisions – product roadmap, pricing, ops design, and growth priorities.

Cross-Functional Execution

• Partner with Product, Growth, Clinical Ops, and Tech to embed experience thinking into how work gets built and shipped.
• Own the resolution loop: identify where experience breaks, diagnose the root cause, and drive fixes across functions without waiting for someone to hand you a brief.
• Define and hold the standard for how Even communicates with and serves its users – from first touchpoint through retention.

Building The Experience Function

• Hire, structure, and lead an experience team capable of handling volume without degrading quality.
• Design and deploy scalable playbooks for onboarding, relationship management, and support across B2B and B2C segments.

Business Outcomes

• Own retention, NPS, CSAT, TATs and other experience KPIs – and connect them explicitly to revenue and growth metrics.
• Partner with Sales and Growth to use experience as a conversion and retention lever – not just a post-sale cost centre.
• Make the internal case for experience investment: show the numbers, tell the story, influence the roadmap.

Who We’re Looking For

Must-Haves

• CX, customer success, or experience function at a senior level.
• Proven track record of building and leading experience teams.
• Fluent across B2B and B2C simultaneously. You understand that businesses, clinic partners and patients are fundamentally different customers and you don’t flatten them.
• Strong analytical instincts. You use data to diagnose problems and prioritise interventions. Rigorously track metrics and implement quality control measures.
• Cross-functional influence without authority. You can move Product, Ops, and Growth on experience priorities.

Strong Signals

• Experience designing or overhauling onboarding, support, or account management infrastructure at scale.
• Bias for building. This role defines the function as much as it runs it. If you need a playbook handed to you, this isn’t the right fit.
• You’ve hired experienced talent before and you know what great looks like.
• Automation: you have applied AI or rule-based tools to streamline operations and optimise TATs or costs.

Skills: b2c,insurance,strategy,healthcare