Customer Experience Lead, Large Insurance Company

Responsibilities

Strategy and implementation- Develop and implement CX strategy: Create and execute a company-wide strategy to enhance the customer experience, aligning it with business goals.

• Optimize customer journeys: Map out the end-to-end customer experience to identify pain points and opportunities, then design and improve processes across all touchpoints.
• Implement customer feedback systems: Set up processes for collecting, analyzing, and acting on customer feedback from various channels like surveys and support interactions.

• Improve the company's overall customer experience as evidenced by increasing Net Promoter Score

  Collaboration and communication- Work cross-functionally: Collaborate with teams in marketing, sales, product, and support to ensure a unified, customer-centric approach across the organization.

• Communicate with stakeholders: Report on CX performance and progress to senior management and other key stakeholders.

  Team and performance management- Lead and coach teams: Provide leadership, training, and support to customer service staff to ensure they deliver high-quality experiences and handle issues effectively.

• Handle escalations: Resolve escalated customer issues and complaints promptly and efficiently.

• Monitor and report on KPIs: Track key performance indicators related to customer experience, such as satisfaction and loyalty, and report on the results.

  Analysis and innovation- Analyze data: Use customer data and feedback to identify trends, understand customer needs, and pinpoint areas for improvement.

• Stay updated on best practices: Keep up with the latest trends and innovative solutions in customer experience management.

  Requirements- At least 15 years of relevant experience and proven track record of driving customer experience strategies gained in large financial institutions

• Insurance sector experience is a strong plus
• End-to-end Net Promoter Score and Net Promoter System experience required
• Well versed with customer insights and analytics and can think big strategic picture, with strong storytelling and influencing skills to embed customer centricity across the company
• Excellent command of Cantonese and English