Job Purpose

This role will build a Customer Experience strategy that leverages new sources of expertise and best practices to create the framework and standards that lead to customer experiences that surpass expectations, create differentiation, and drive loyalty and revenues while also reducing operating costs. This role will be responsible for guiding and influencing leadership team, customer-facing, operational business teams in designing and implementing a cross-functional and multi-channel target customer experience for FWD.

Key Responsibilities:

• Provide a comprehensive and authoritative view of the customer experience and develop strategy across the enterprise to maximize customer acquisition, loyalty, retention and profitability.
• Define and deliver a roadmap that delivers a consistent “target” customer experience across touchpoints and business processes
• 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.
• Propose recommendations and improvement actions to improve business operations, user experience, bridging the gap between desired customer journey and operational process
• Lead implementation of key CX initiatives/solutions to enhance quality and differentiate CX across various touch-points
• Work collaboratively across the organization to develop segment strategies including customer value proposition, offerings and supporting experiences which lead to increase customer satisfaction
• Managing the execution of FWD CX strategic initiatives across key journeys e.g. Customer Journey Mapping, Customer design thinking workshops, etc.
• Ensure that the amount of effort spent by customers in their interactions with FWD and its partners is significantly and measurably reduced, to improve both experience and lower cost to serve.