Provide a comprehensive and authoritative view of the customer experience and develop strategy across the enterprise to maximize customer acquisition, loyalty, retention and profitability.
Define and deliver a roadmap that delivers a consistent "target" customer experience across touchpoints and business processes
Propose recommendations and improvement actions to improve business operations, user experience, bridging the gap between desired customer journey and operational process
Lead implementation of key CX initiatives/solutions to enhance quality and differentiate CX across various touch-points
W ork collaboratively across the organization to develop segment strategies including customer value proposition, offerings and supporting experiences which lead to increase customer satisfaction
Managing the execution of FWD CX strategic initiatives across key journeys e.g. Customer Journey Mapping, Customer design thinking workshops, etc.
Ensure that the amount of effort spent by customers in their interactions with FWD and its partners is significantly and measurably reduced, to improve both experience and lower cost to serve.
Benefits
Health insuranceVision insuranceEquity / stock options
Additional Information
About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.
For more information, please visit www.fwd.com
Job Purpose
This role will build a Customer Experience strategy that leverages new sources of expertise and best practices to create the framework and standards that lead to customer experiences that surpass expectations, create differentiation, and drive loyalty and revenues while also reducing operating costs. This role will be responsible for guiding and influencing leadership team, customer-facing, operational business teams in designing and implementing a cross-functional and multi-channel target customer experience for FWD.
Fwd · Thailand