Chetan Kuchangi
VP Customer Experience, Customer Acquisition & Member Onboarding
Professional Overview
Chetan Kuchangi is an accomplished customer experience and digital transformation leader with over 20 years of experience across the healthcare, hospitality, and consumer goods industries. As the VP of Customer Experience, Customer Acquisition & Member Onboarding at Highmark Health, he is responsible for driving exceptional customer journeys, optimizing acquisition and onboarding processes, and leveraging digital platforms to enhance the member experience.
Experience Summary
Current Role
In his current role at Highmark Health, Chetan oversees the strategic development and execution of the organization's customer experience initiatives. He is responsible for spearheading the transformation of the customer acquisition and onboarding processes, leveraging data-driven insights and innovative digital solutions to streamline and personalize the member journey. Chetan's leadership has resulted in measurable improvements in customer satisfaction, increased conversion rates, and enhanced operational efficiency.
Career Progression
Prior to joining Highmark Health, Chetan held several senior leadership positions at Humana and Marriott International. As the Associate Vice President of Experience Transformation and Sales/Acquisition Journey Owner at Humana, he led the redesign of the customer acquisition and sales processes, resulting in a 25% increase in conversion rates. In his previous role as the Associate Vice President and General Manager of Digital Transformation at Humana, Chetan spearheaded the implementation of cutting-edge digital platforms and analytics capabilities, driving significant improvements in the member experience and operational efficiency.
Earlier in his career, Chetan served as the Senior Director of Global Digital Platforms and Continental Partnerships at Marriott International, where he was instrumental in the development and deployment of innovative digital solutions that enhanced the guest experience and drove revenue growth. He also held positions in strategic initiatives, digital strategy, and distribution at Marriott, as well as roles in integrated supply chain planning and optimization at PepsiCo.
Academic Background
Chetan holds a Bachelor of Technology degree in Chemical Engineering from the National Institute of Technology, Surathkal, India.
Areas of Expertise
- Customer experience strategy and transformation
- Digital platform development and integration
- Data-driven decision making and analytics
- Sales and acquisition process optimization
- Member onboarding and retention
- Cross-functional collaboration and team leadership
Professional Impact
Throughout his career, Chetan has consistently delivered measurable results and industry-leading innovations. His contributions have included the implementation of AI-powered personalization engines, the redesign of customer acquisition and onboarding workflows, and the development of data-driven insights to drive continuous improvement. Chetan's thought leadership and industry expertise have been recognized through numerous awards and speaking engagements at industry conferences.
Conclusion
With his extensive experience in customer experience, digital transformation, and operational excellence, Chetan Kuchangi is a strategic and innovative leader who is poised to drive Highmark Health's customer-centric initiatives to new heights. His proven track record of driving measurable business impact, coupled with his deep industry knowledge and collaborative leadership style, make him a valuable asset to the organization and a respected authority in the healthcare and customer experience landscape.
