Expert, Customer Experience Management (Life Insurance Project)

Job Purpose:
As an Expert in 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 Accountabilities:
Design 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.