Bajaj Life Insurance has elevated Vivek Gupta as Chief Operations & Customer Experience Officer, with an expanded mandate covering operations, customer experience, and AI and innovation.
Gupta brings over two decades of experience in the insurance industry and has contributed to the company’s business transformation, innovation and growth initiatives. In his previous role, he led technology-driven initiatives including Virtual Reality and Conversational AI to enhance customer engagement.
In his new role, Gupta will oversee end-to-end operations, customer experience, and AI and innovation, covering policy servicing, claims, renewals, grievance redressal, branch operations, digital self-service platforms, and distributor and partner engagement. He will focus on simplifying processes, improving service efficiency and building seamless customer journeys.
Tarun Chugh, Managing Director & CEO, Bajaj Life Insurance, said Gupta’s elevation reflects the company’s focus on nurturing home-grown talent and recognising leaders who have grown with the organisation. He added that Gupta’s leadership will help bring together the company’s operations, customer experience and innovation priorities.
Gupta said he looks forward to strengthening customer-centricity, trust and service excellence across the organisation as Bajaj Life continues to build capabilities for its next phase of growth.
