Nandita dalal

Responsible to lead enterprise wide customer centricity program impacting 15M+ customers, orchestrating transformation across digital channels, product teams, service operations for organization's Retirement, Wealth management and insurance businesses.

• Transformational customer experience executive with proven track record of driving enterprise-wide customer centricity and delivering measurable business impact and outcomes. Demonstrated success in orchestrating cultural shifts, developing innovative customer-centric strategies, and building world-class customer capabilities that drive organic growth.
• Led enterprise-wide customer centric transformation, shifting organizational mindset from product-focused to customer journey oriented, resulting in significant cross-business unit collaboration and increase in CSAT, NPS and ease of doing business.
• Architected and launched comprehensive voice of the customer (VOC) strategy and infrastructure, implementing next generation enterprise wide platform. Enablement of real-time sentiment analysis and automated closed loop feedback resolution resulting in faster time to action on customer insights.
• Directed digital experience strategies across customer touchpoints, leading team of 75+ to deliver innovative solutions to increase digital adoption, mobile engagement by 200%.
• Implemented agile product development methodology across digital portfolio, reducing time to market, developing integrated experience r for all products across multiple business units, multiple channels for all customer audiences (Financial professionals, Employers and Consumers).
• Evangelize customer-first mindset and culture by introducing call of the month and live call listening programs, activated first-ever employee experience strategy to improve onboarding, development and retirement experiences.

Responsible for customer experience with a focus on digital transformation, Salesforce Center of Excellence and Marketing Analytics for the Workplace Solutions, Life & Annuity Operations.

• Led enterprise-wide digital transformation to improve customer experience by building and refining

capabilities for Lincoln’s web and mobile experiences, voice and chat bot interactions, e-Delivery of

correspondence, seamless API integration with customer’s HR platforms, and digitization efforts.

• Manged a team of 3 direct reports (AVP) and an extended team of 40 including Directors, Product

managers, advanced data strategists, Product owners for agile teams, marketing consultants & analysts.

• Built salesforce center of excellence to influence customer interactions throughout the

sales journey and drive data-driven decision making for all CX, marketing and enterprise activities.

• Span of control included management of 25+ persistent agile teams supporting digital transformation

initiatives and improving customer experience for Customers (Clients), consumers (end-users) & partners

(Brokers/consultants) and data & analytics teams

VP, Group Benefits Marketing & Customer Strategy

Responsible for Group benefit’s (Voluntary Insurance division) all marketing functions - product marketing, thought leadership, customer experience, sales enablement, and marketing operations.

• Developed marketing strategies for new sales and renewals with a business goal of over $4 billion in

annual revenue and $700M+ in new sales.

• Provided oversight to a team of 15 that identifies, develops, and implements modern marketing strategies

including digital and product marketing, advertising, enrollment marketing, brand positioning, value

proposition, thought leadership that drives new business, enhances client and customer experience, and

supports market retention and revenue growth.

• Crafted and implemented a comprehensive omni-channel marketing strategy leveraging SEO, weekly

email campaigns, blogs, newsletters, webinars to create a strong thought leadership positioning as an

industry leader

o Built social media and digital marketing programs from the ground up. Created LinkedIn social media presence for each of the senior leadership team by developing 100+ posts to reach out to their networks. Increased social media posting access from 5 users to 150+ active users.

o Developed weekly email campaign cadence to provide timely product, service and policy updates to Broker

partners and customers.

• Developed go-to-market strategies, compelling narrative, and targeted campaigns to promote Lincoln’s

products and offerings in partnership with the product and sales teams.

• Implemented first-ever marketing automation and content management platform for Lincoln. Develop

self-service personalization capabilities for Sales to improve speed to market.

• Developed micro-site solution to digitize all marketing collateral and ease of access for customers to

interact with Lincoln

• Built a high-performing team through the acquisition of two similar size group benefits organizations;

developed all integration related branding efforts.

• Led development of a new value proposition for the newly integrated businesses.

• Implemented brand treatments for all LFG office locations; develop virtual and in-person customer

immersion tour path and Lincoln’s first experience center.

AVP Consumer, Product Marketing & Customer Experience

Responsible for development and implementation of consumer strategy to instill “customer first” mindset and change management.

• Led product and consumer marketing strategies by leveraging voice of the customer, market trends and

understanding customer-centric view of value chain.

• Developed first-ever consumer strategy for business unit to influence customer experience, drive

employee paid premium and lifetime value.

• Leveraged consumer insights to improve customer experience during key interactions with all customers

(broker, employer, employee).

• Created new employee facing enrollment kits grounded in customer feedback to influence adoption.

New marketing materials resulted in over $3 million in incremental revenue.

• Collaborated with Product teams on design, positioning, and market launch plans for on-time on-cost

releases. Developed creative sales tools, including presentations, trend reports, kitted assets, and product

data sheets. Led the development of first stand-alone mobile app.

• Orchestrated, executed, and monitored performance of campaigns to boost brand awareness, product

positioning and profitability.

BLUE CROSS & BLUE SHIELD OF NEBRASKA– Omaha June 2012 – Feb 2016

Director, Customer Experience, Marketing & Individual Sales

As part of a nationwide association, the Blue Cross and Blue Shield brand represents the nation's largest and most experienced health care benefit companies. 700,000 customers l $1.36 billion Annual revenue l 1,800 Employees

• Key accountabilities include direct to consumer marketing, digital marketing, lead generation for agents,

B2C sales functions, retention and customer loyalty efforts, profitability of business unit as well as enterprise-

wide customer experience strategy to grow Blue Cross's market share.

• Nominated by CFO to build a strategic business unit in anticipation of Obamacare. Led a team of 30 that

included brand and marketing director, sales manager, social media manager, project managers, customer experience director, consumer insights manager, product marketers and 20 direct-to-consumer sales agents.

• Product portfolio included Medical, Dental, Vision, Medicare supplement and Medicare Advantage along

with the value-adds.

• Developed customer experience discipline from ground up to position BCBSNE as a leader within healthcare industry.

• Developed product and technology solutions to enable BCBS to participate in Affordable Care act exchanges.

• Leveraged journey mapping discipline to identify gaps, worked with C-suite to infuse “outside-in” culture

to drive strategic imperatives.

• Focused on improving onboarding and cross channel experience by starting to create a 360 view of the

customer.

• Developed a business case, created a robust org readiness plan to implement Salesforce as the new CRM

tool for the enterprise.

• Managed digital assets including corporate web site, social media presence, online member portal,

mobile app.

MUTUAL OF OMAHA Feb 2005 – June 2012

Mutual of Omaha Insurance Company provides individual, group, and employee benefits products. #282 Fortune1000 revenue rank l $5.7 Billion in annual revenue l 4300 employees

Manager, Direct to Consumer Marketing Strategy

• Develop and implement direct to consumer marketing strategies for direct mail, digital, telemarketing and lead generation programs resulting in sales growth from $70 million in revenue to $150 million in 4 years.

• Turn the corner on unprofitable partnership marketing division within first 6 months.

• Hold P&L and budgeting responsibilities over 7 years of tenure ranging $10 million to $110 million.

• Selected by the SVP to lead a newly created R&D team to enable innovative product and service solutions.

ORIENTAL TRADING COMPANY – Omaha 09/2002 - 02/2005

Manager, Marketing & Merchandising

• Key accomplishments include developing a full business case and market assessment leading to 3 new

product categories and stand-alone catalogs for School specialty, Party supplies and Scrapbooking.

KNOWLEDGE BASED SYSTEMS INC – College Station, TX 08/1996 - 01/1998

Marketing Director

• Built a marketing program from the ground up to distribute company's proprietary software products and

consulting services to specialized government agencies and commercial business; resulting in a 15%

increase in corporate sales.

Owner, Sakhee Boutique – Ahmedabad, INDIA 01/1988 - 01/1991

Co-founded and managed all aspects of ethnic Indian fashion clothing business including negotiating and selling

to department stores and directly to customers.

Responsible for development and implementation of consumer strategy to instill “customer first” mindset and change management.

• Led product and consumer marketing strategies by leveraging voice of the customer, market trends and

understanding customer-centric view of value chain. Developed first-ever consumer strategy for business unit to influence customer experience, drive

employee paid premium and lifetime value.

• Leveraged consumer insights to improve customer experience during key interactions with all customers

(broker, employer, employee).

• Created new employee facing enrollment kits grounded in customer feedback to influence adoption. New marketing materials resulted in over $3 million in incremental revenue.

• Collaborated with Product teams on design, positioning, and market launch plans for on-time on-cost

releases. Developed creative sales tools, including presentations, trend reports, kitted assets, and product

data sheets. Led the development of first stand-alone mobile app.

• Orchestrated, executed, and monitored performance of campaigns to boost brand awareness, product

positioning and profitability.