India — Bajaj General Insurance has elevated Ankit Goenka to the role of Senior Vice President – Strategy & Transformation (Operations & CX), expanding his leadership responsibilities as the company continues strengthening customer experience, operational efficiency, and digital transformation initiatives.
Goenka brings more than 22 years of experience across the BFSI sector and digital platforms, with expertise spanning customer experience transformation, operations management, AI-led service innovation, and enterprise strategy execution.
Prior to this elevation, he served as Head of Customer Experience at Bajaj General Insurance, where he played a key role in improving customer engagement, service delivery, and operational processes. Over the years, he has contributed to several initiatives focused on simplifying customer journeys, improving response efficiency, and strengthening customer-centric business operations.
His expanded role is expected to focus on enterprise-wide transformation programs involving operations modernization, AI-enabled customer service innovation, digital process optimization, and strategic business transformation initiatives.
Industry observers note that insurance companies are increasingly investing in customer experience and AI-driven operational models as digital adoption accelerates across financial services. Insurers are focusing on automation, data-driven decision-making, and technology-enabled service delivery to improve efficiency, customer retention, and long-term scalability.
Goenka is recognized for combining strategic planning with operational execution, particularly across customer lifecycle management, service innovation, and business transformation. His experience includes leveraging AI, GenAI, and automation technologies to improve service quality, operational performance, and customer engagement at scale.
The elevation reflects the growing importance of transformation leadership within the insurance sector, where organizations are balancing rapid digital adoption with evolving customer expectations and operational resilience requirements.
As Senior Vice President – Strategy & Transformation, Goenka is expected to lead initiatives focused on operational excellence, AI-led transformation, customer experience enhancement, and enterprise-wide innovation programs supporting the company’s future growth strategy.
Bajaj General Insurance is one of India’s leading private sector general insurance companies, offering products across health insurance, motor insurance, travel insurance, home insurance, and commercial insurance segments. The company has been investing in digital platforms, AI-enabled services, and customer-focused innovation to strengthen operational capabilities and enhance digital insurance experiences across its business ecosystem.
, expanding his leadership responsibilities as the company continues strengthening customer experience, operational efficiency, and digital transformation initiatives.){kind=link}