Expert, Customer Experience Management (Life Insurance Project)

Job Purpose

As an Expert, Customer Experience Management, you will play a pivotal role in shaping and ensuring the consistent application of customer experience (CX) design, operation, and measurement principles across all customer touchpoints. You will work cross-functionally to embed customer-centric practices throughout the organization, especially within teams managing direct customer interactions, ensuring alignment with the company’s unified mission. 

Key Accountabilities

Design and Build a Customer Experience Framework 

- Develop and Implement the CX Strategy and framework, including principles for effective design, implementation, and management. 

- Create customer journey maps, identify gaps and suggest improvement actions. 

- Design customer feedback mechanism across multiple touch points 

- Translate customer insights and business processes into CX management standards. 

- Conduct research on CX best practices, methodologies, and industry trends to tailor practical standards for the organization. 

- Define clear principles and measurable standards for customer experience management. 

- Champion the framework across the organization by: 

• Creating communication and training plans. 
• Collaborating on the development of materials. 
• Measuring training effectiveness and making improvements. 

- Regularly evaluate and enhance the CX framework based on: 

• Customer feedback and internal insights. 
• Evolving market practices and trends. 

Drive Execution and Continuous Improvement 

- Establish governance mechanisms to monitor adherence to the CX framework. 

- Collaborate with business units to measure, report, and improve CX performance across all channels. 

- Ensure cohesive experience management across both online and offline touchpoints. 

Data-Driven Insights and Analysis 

- Support the development of systems and platforms for collecting, analyzing, and reporting customer experience data. 

- Collaborate with relevant teams to analyze customer journeys and feedback. 

- Identify and recommend initiatives to enhance CX, track implementation, and report on progress. 

- Analyze customer interactions and insights to identify pain points and opportunities. 

Other responsibilities

- Carry out additional duties as assigned by the Line Manager to support the overall success of the CX function. 

Success Profile - Qualification and Experiences

Qualifications:

- Bachelor’s degree in Marketing, Business Administration, Economics, or a related field.

Expertise:

- Solid understanding of customer experience principles and/or market research methodologies. 

- Familiarity with financial or life insurance products and services is preferred. 

Experience:

- Minimum of 2 years of experience in customer experience management, CX framework design, or customer research and analysis. 

Language Proficiency:

- Proficient in business-level English (spoken and written).