Mohit Khera
Customer Experience & Digital Transformation Leader
Talent
CalgaryMember since June 17, 2026
Digital TransformationCustomer ExperienceCRM SystemsCRM StrategyProject ManagementProcess AutomationWorkflow AutomationContact Centre OperationsConversational AIAI Voice BotsWorkflow OptimizationChange ManagementStakeholder ManagementTeam LeadershipOperational ExcellenceCustomer Journey DesignEmail AutomationKPI ManagementSix Sigma
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Digital TransformationCustomer ExperienceCRM SystemsCRM StrategyProject Management
About
Customer Experience & Digital Transformation Leader with 18+ years in insurance and financial services. Proven success in CRM implementation, contact centre transformation, automation, and AI-enabled customer engagement. Delivered measurable improvements in customer satisfaction, cost efficiency, and operational excellence. Authorized to work in Canada as a Permanent Resident.
Experience
Associate Vice President - Bajaj Allianz Life Insurance
(2018-01)
- Led digital transformation of customer app/portal, raising NPS from 25 to 60+.
- Delivered major cost savings via automation and efficiency initiatives.
- Implemented CRM platforms and automated customer journeys, boosting service quality.
- Managed contact centre with 240+ workstations & 200,000+ monthly transactions.
- Introduced omnichannel servicing and AI-powered bots, reducing manual workload.
Senior Manager - Max Life Insurance
(2007-01 - 2018-12)
- Established new contact centre (infrastructure, staffing, training, governance).
- Directed CRM enhancement programs and Six Sigma projects for process optimization.
- Partnered with stakeholders to improve service delivery and operational effectiveness.
Education
PGDBM - Symbiosis Centre for Distance Learning
B.Com (Hons) - Guru Gobind Singh College of Commerce, University of Delhi
