Job Purpose

This role drives a customer-first cultural change at FWD focused on aligning the business to form an outside-in perspective based on our customer insights, feedback, and analytics. This role will engage with all of the people who either directly or indirectly impact customers, provide subject matter expertise around latest Voice of Customer trends and proven practices related to customer experience and facilitate customer-led transformation in the hearts and minds of leaders and employees to implement customer experience initiatives.

Key Responsibilities

• Design end-to-end process to capture Voice of Customers (VoC) from various touchpoints until close-loop feedback process and work with vendor and Group Office to implement VoC platform on new touchpoints
• Manage and enhance VoC platform to automatically collect customer instant feedback, alert for close-loop, and provide real time dashboard
• Leverage end-to-end customer insight & analytics program that tracks, measures and reports CX KPI’s with the focus being the elevation of CX index and platform that captures the voice of the customer from key touch-points, employees and social media in continually elevating and refining customer experience objectives and strategies.
• Analyze customer feedbacks and provide insights to organizations from their customers so they make more informed decisions.
• Work with data analytic team to factor customer insights into propensity model e.g. potential to buy, potential to lapse, etc. and quantify the monetary impact
• Propose recommendations and improvement actions to improve business operations, user experience, bridging the gap between desired customer journey and operational process
• Work collaboratively across the organization to develop segment strategies including customer value proposition, offerings and supporting experiences which lead to increase customer satisfaction