A key component of this role is to enhance customer interactions and achieve industry-leading Net Promoter Scores (NPS).
The Customer Experience Lead will spearhead initiatives and establish a governance framework to ensure alignment with strategic goals and brand positioning. This role integrates customer experience with brand marketing principles to create consistent and impactful interactions across all touchpoints. Strong project management, critical thinking, and stakeholder influence are essential to uphold the brand's promises and values throughout every customer engagement.
Key Responsibilities:
Customer Centricity Program Management
- Oversee and implement the Customer Centricity Program aimed at enhancing overall customer experience as measured by increased NPS.
- Develop and execute a comprehensive Customer Experience Strategy, coordinating with internal and external stakeholders to ensure effective measurement, governance, and accountability across the organization.
Governance and Alignment
- Lead the CX governance framework to align with strategic priorities, maintain compliance, and ensure timely execution of customer experience initiatives across all interactions.
- Drive awareness of customer-centric culture among all staff, collaborating with HR and other departments to launch communication, campaigns, recognition, and training initiatives.
Collaboration and Transformation with Internal teams
- Work closely with various teams (Proposition, Operations, Distribution, etc.) to drive practical transformation through:
- Utilize customer research and analytics for informed decision-making and competitor benchmarking.
- Collaborate with CX designers to map customer journeys and apply Design Thinking methodologies for innovative solutions.
- Lead taskforces for collaborative execution and alignment with senior stakeholders, developing change management plans as necessary.
Support Department Leadership
- Assist the Head of Customer Centricity, Insights & Research with department management, reporting, strategic development, and promotion of Customer Centricity initiatives.
Minimum Job Requirements:
Experience and Background
- At least 15 years of experience with a strong track record in driving customer experience strategies in financial services, management consulting, or a related field. Insurance industry experience is a plus.
- Experience with Net Promoter Score (NPS) and system design aimed at actionable insights is essential.
Skills and Competencies
- Strong analytical and storytelling abilities, with a strategic mindset to embed customer-centric practices throughout the organization.
- Proficient problem-solving and decision-making skills, with a capacity to derive insights from data analysis.
- Experience steering large-scale projects and shaping customer journey strategies.
- Ability to develop campaigns that reinforce brand values and operate effectively in a dynamic environment.
- Exceptional stakeholder management skills, with the capability to influence and motivate diverse teams for optimal commercial outcomes.
- Passion for insurance technology and innovation, as well as digital and analytics-powered consumer propositions.
Language Skills
- Excellent written and presentation skills in both Cantonese and English; proficiency in Mandarin is an advantage.
