Head of Product – Claims & Customer Experience

About Us

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Acker’s voice and ideas matter. We’re a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKO’s value proposition of ‘Welcome Change’ focuses on offerings that make insurance simple and hassle-free! With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims”! Anchored in a tech-centric philosophy, ACKO’s approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker’s idea matters, their voice is heard, and their growth is part of our mission.

About The Role

At ACKO, we believe claims are the moment that defines an insurance company. Every interaction, every decision and every minute spent waiting shapes customer trust.

We are looking for a Head of Product – Claims & Customer Experience to build the future of claims.

Reporting to Head of Auto Business, you will define the long-term product vision for one of ACKO's most strategic customer journeys. Your mandate is to transform claims into an AI-first, technology-driven platform that delivers exceptional customer experiences while creating sustainable operational advantage.

This role sits at the intersection of Product, AI, Data, Customer Experience and Claims Operations.

You will also lead the Product team responsible for Claims and Customer Experience, partnering closely with Engineering to build intelligent products that redefine the future of insurance claims.

With access to one of India's richest proprietary claims datasets - including more than eight years of claims history, millions of vehicle images and operational intelligence - you will have a unique opportunity to build AI-native capabilities that create a lasting competitive advantage for ACKO.

This is not a role about optimizing today's processes. It is about building the claims platform of the future.

What You'll Own

Product Vision & Strategy

Define the long-term vision and strategy for ACKO's Claims & Customer Experience platform.

Build Products And Capabilities Across

• Customer claims journeys
• Claims decision platforms
• Internal claims products
• Workflow orchestration
• Partner ecosystems
• AI-powered decision engines
• Automation platforms
  
  

Develop a product roadmap that balances customer experience, operational leverage and business outcomes while creating scalable technology platforms for the future.

AI-First Claims Platform

Lead the transformation of claims into an AI-native operating model.

Leverage ACKO's proprietary claims data, imagery and operational intelligence to build capabilities such as:

• Automated damage assessment
• Computer vision-based claims evaluation
• Intelligent claim triaging
• Straight-through claims processing
• Fraud detection and prevention
• Repair recommendations
• Decision support systems
• Continuous learning models
  
  

Build products that improve with every claim processed.

Customer Experience

Own the end-to-end claims experience from claim initiation through settlement.

Redesign customer journeys from first principles to create experiences that are:

• Simple
• Transparent
• Fast
• Trustworthy
• Predictable
  
  

Continuously improve customer confidence through thoughtful product design, intelligent communication and seamless digital experiences.

Product-Led Operational Transformation

Partner Closely With Operational Leadership To

• Identify friction across the claims journey
• Understand customer pain points
• Discover opportunities for automation
• Improve decision quality
• Validate product hypotheses
• Create continuous learning loops between operations and product
  
  

Build technology that enables the business to scale through capability rather than headcount.

Platform Scale & Business Impact

Build products that create structural advantages for the business by enabling:

• Higher automation
• Better decision quality
• Faster claim settlement
• Lower operational complexity
• Improved fraud detection
• Superior customer experience
• Better unit economics
  
  

Measure success not by the size of the operations team, but by the capabilities the platform enables.

Leadership

Build and lead a high-performing organization across Product and Customer Experience while partnering closely with Operations, Engineering, Design and Data Science.

Create a Culture Grounded In

• Customer obsession
• First-principles thinking
• Data-driven decision-making
• Ownership
• Experimentation
• Continuous learning
  
  

Develop leaders who build platforms rather than projects and solve problems through technology rather than manual intervention.

Experience

• 15+ years of experience building and leading Product organizations.
• Experience owning large-scale customer-facing or operational platforms.
• Proven track record of building technology-enabled products that transformed business outcomes.
• Experience leading cross-functional teams across Product, Engineering and Design.
• Strong understanding of AI, data products and platform thinking.
• Experience working closely with operations-intensive businesses is an advantage but not mandatory.