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