Gopal Krishnan
🌐 Digital CX Visionary | SVP @ SUD Life | Reimagining Insurance with AI, Automation & Empathy | Ex-RIMS & SBI Life | Architect of Customer-Led Transformation
About
I am a purpose-driven, digitally-forward leader with over two decades of experience transforming customer experience, retention, and strategic growth in the insurance and risk management industries. Currently serving as Senior Vice President – Customer Experience & Retention at Star Union Dai-ichi Life Insurance, I lead with a vision to reimagine how customers engage with insurance—making it simpler, faster, and more human through digital innovation. My journey spans leadership roles at RIMS (Risk and Insurance Management Society, Inc.), where I contributed to global risk education and advocacy, and SBI Life Insurance, where I built foundational CX and retention strategies that scaled nationally. Across these roles, I’ve consistently championed the integration of technology, empathy, and data to drive measurable impact—whether through digital onboarding or AI-led service journeys. At the heart of my leadership philosophy is a belief that customer experience is not a function—it’s a culture. I’ve led enterprise-wide initiatives that break silos between Sales, Servicing, and Technology, ensuring that every touchpoint is aligned to deliver value, trust, and ease. From empowering field teams with digital tools to designing seamless self-service journeys for customers. I take pride in building high-performing, cross-functional teams that thrive on innovation and accountability. My leadership style is collaborative yet decisive, with a strong emphasis on coaching, clarity, and continuous improvement. I believe in nurturing talent and fostering a culture where experimentation is encouraged and customer obsession is non-negotiable. Some of the key themes that define my work include: • Digital Transformation: Driving adoption of automation, AI, and analytics to enhance CX and retention. • Customer-Centric Strategy: Designing journeys that are frictionless, personalized, and emotionally resonant. • Operational Excellence: Streamlining processes to reduce turnaround time, improve NPS, and boost persistency. • Change Leadership: Leading large-scale transformation programs with agility and stakeholder alignment. As the insurance industry evolves, I remain committed to staying ahead of the curve—leveraging emerging technologies, regulatory shifts, and customer insights to shape the future of protection and financial wellness in India. If you're passionate about transforming customer experience, building digital-first cultures, or exploring the future of insurance, I’d love to connect and collaborate.
Experience
Senior Vice President and Head : Customer Experience & Retention
Star Union Dai-ichi Life Insurance Company Limited · Full-time
Vice President - Customer Experience & Retention
Star Union Dai-ichi Life Insurance Company Limited · Full-time
Heading the Cx and Retention units with a P&L responsibility with operating budget and leading 400 full time employees across the four functions of (1) Branch Operations, (2) Customer Retention (3) Customer Services & Grievances (4) Quality and Innovation Projects. Objective: - Become the industry benchmark in key customer parameters and service-led growth in embedded value and revenue by creating and deploying a systematic, integrated customer framework to drive customer centered thinking and action across the company; -Develop a strong Revenue Management framework to deploy a planned and strategic approach to each key cohort of 13-61 Month Customer Retention with targeted and structured communication matrix to build a customer centric persistency culture for a profitable franchise - Create and deploy a robust Ops strategy and enterprise architecture model to become future ready; - Set up an Innovation Center of Operational Excellence to conduct disciplined experiments on using State of the Art Technology frameworks backed by Gen AI capabilities following a systematic, repeatable process while building a culture of innovation characterised by intelligent risk taking; raise the bar on continuous improvement and service excellence across the company; create and ensure adoption of a dynamic organizational knowledge management system through an in-house Ops L&D framework
Vice President : Sales Strategy & Digital Acquisition
Star Union Dai-ichi Life Insurance Company Limited · Full-time
Director of Global Development - South Asia
RIMS (Risk and Insurance Management Society, Inc.) · Full-time
Head - RIMS India Operations
RIMS (Risk and Insurance Management Society, Inc.) · Full-time
Strategic Initiatives - Global Development - India Market - Relationship Building and Management with Senior Leadership and C-Suite Executives
Assistant Vice President
Star Union Dai-ichi Life Insurance Company Limited
Assistant Vice President for Operations and Service Delivery
State Head - Operations, Compliance and Relationship, Mumbai Region (Maharashtra & Goa)
Chief Manager - Claims
Education
Advance Diploma in Health Insurance, Health Insurance, Health Insurance
2015 - 2015
More agents at Star Union Dai-ichi Life Insurance Company Limited
Mohit Rochlani
Chief Technology Officer and Head of Corporate strategy&Products Officer at Star Union Dai-ichi Life Insurance Company Limited
Sushil S.
Certified Cyber Lawyer & Digital Forensics Professional | TOGAF®9,PMP, CISSP, CISA, CISM | CISO | Application & IT Security | Data Protection & DPDPA Expert | GRC | Digital Transformation | Speaker | CSO/CIO 100 Awardee
parag rane
--
Manoj Veeramani
Head - Sales & Marketing, Sleek International Pvt. Ltd. components business (subsidiary of Asian Paints Ltd) & Head - Marketing Bath Division, General Manager - Home Improvement at Asian Paints