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 l

Morgan McKinley - Hong Kong - Full time

Salary: Competitive

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


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