Rani Dsouza

• Lead product ownership of self-service platforms (Web, App, WhatsApp, Kiosks, Webbot), offering 57+ services and achieving CSAT scores of 85–90%.
• Scaled digital penetration from 16% to 31% by enabling WhatsApp communication consent strategy at the onboarding stage and simplifying login, enhancing UI/UX thus increasing active user base to 13.5+ M, that enabled 11.5+M service requests..
• Elevated App Store ratings from 2.3★to 4.5★ (Play Store) and 2.4★ to 3.8★ (App Store).
• Enabled digital policy loan requests via WhatsApp (₹500+ M disbursed) and reinstatement features, boosting retention.
• Revamped digital payment journeys (Portal, Website, App, WhatsApp) with integrated payment gateway, improving conversion rates and reducing friction in renewals (collected (₹3,400+ M)
• Coordinated agile sprint planning with IT, CX, Legal, Marketing, and MetLife Asia stakeholders.
• Partnered with CX leadership and UI/UX design teams to co-create improved customer journeys across Portal, App, and WhatsApp platforms
• Led feature prioritization using behavioral analytics and voice-of-customer inputs—doubling digital adoption from 47% to 86% over 3 years (3rd highest in MetLife Asia).
• Represented India in MetLife Asia forums for KPI reporting and regional strategy alignment.

Digital Product Ownership & Transformation Delivery (7 years)

• Launched enhanced customer portal and website by introducing 20+ self-service features, driven by service data insights and voice-of-customer (VOC); defined scope, created BRDs, secured stakeholder buy-in, and coordinated end-to-end delivery with IT.
• Led implementation of a servicing mobile app with aggregator (UBIQC), offering top 10 high-frequency transactions to enhance mobile engagement.
• Increased adoption through targeted marketing and engagement strategies with campaign vendors.
• Conducted CSAT reviews and implemented feedback resolution mechanisms.

CX Campaigns, Customer Engagement & Vendor Governance

• Designed multi-channel campaigns (SMS, email, voice) in partnership with Netcore, Infobip, and WebEngage.
• Led seasonal service programs and engagement camps, increasing loyalty and retention.
• Promoted e-services through sustainability-driven incentives (Go Green tree-planting).
• Led vendor onboarding and procurement (RFP, contracting, VM coordination), and managed project-level financial workflows.

Program Manager – Persistency & Renewals (2 years)

• Managed renewal programs for Bancassurance and Broker channels.
• Increased recurring collections via autopay, follow-ups, and dashboard automation.

Grievance Redressal & Branch Operations (Earlier Roles) (6 years)

• Managed regulatory (IRDA) and senior-level customer complaints, closing within TAT and recommending process-level changes via RCA.
• Successfully set up a new branch, managing full-scale operations, audits, budgeting, servicing, issuance, and sales support.
• Awarded “Hall of Sale” for converting walk-in customers to sales through strong service-to-sales engagement.

• Managed walk-in customer service at flagship locations and provided escalation support & training to 17 Hutch Shops and 58 TeleShops across the region.

• Administrative & Secretarial roles supporting CXOs and business heads. Gained foundational experience in stakeholder coordination, internal communications and back-office operations.