Expert, Customer Experience Management (Life Insurance Project)

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Job PurposeAs 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 AccountabilitiesDesign 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 ExperiencesQualifications:- 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).

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