Lead of Customer Experience

atFWD Life Insurance PCL

Job Purpose:


Develop CX strategy and oversee the design of end-to-end customer journey and customer experience related initiatives using customer insights and data analytics to resolve key customer pain points and create “Next-in-Class’ customer experience to achieve FWD’s vision and goals.


Key Responsibilities:

  • Develop overall CX strategy including Customer Value Proposition (CVP) and omni-channel strategy catering for target segment.
  • Oversee the design of end-to-end customer journey based on customer insights to ensure best customer experience across FWD.
  • Drive execution of CX related initiatives and ensure alignment of all customer related initiatives.
  • Coach and build human capabilities to have a deep understanding of what customers need and expect, and be able to translate into action plan for each customer segment, estimate ROX , through to execution.
  • Supervise all customer communication approval to ensure clarity and best CX.
  • Work with people culture to infuse CX culture into FWD TH through CX pillars, company goals, customer community, PCD, clarity guideline to achieve FWD goal as to be customer-centric brand.
  • Manage team and ensure good employee experience through communication, recognition, motivation and development to increase team engagement.


Qualifications

  • Bachelor or Master Degree in business related field with strong academic background from reputable university.
  • Design thinking will be advantage.
  • At least 10-12 years of experience and proven success in team management, customer experience, product development, customer research and analysis.
  • Good Communication in Thai and English.
Experience required
  • any or no experience
Salary
  • Negotiable
Job function
  • Senior Management
Job type
  • Full-time
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Company overview

Size:1000-2000 employees
Industry:Insurance
Location:Bangkok
Website:www.fwd.co.th
Founded in:2013
Ranking:4.5/5

About FWD Group

FWD Group is a pan-Asian life insurance business with more than 13 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel a ...

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Why join us:

At FWD Thailand - we’re proactive, open, committed, caring and innovative. We also provide a caring environment for all the members of the staff and believes that everyone is equally important in driving the company’s success. Over the years, “Celebrate living” has always ...

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Head office: 14th, 16th, 26th - 29th Floor, 130-132 Sindhorn Building Tower 3, Wireless Road, Lumpini, Pathumwan, Bangkok, 10330
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Benefits

  • Five-day work week
  • Learning & Development Opportunities
  • Annual bonus
  • Company phone
  • Dental Insurance
  • Employee discount
  • Flexible working hours
  • Health Insurance
  • Hybrid Working
  • Maternity leave
  • Paid holidays
  • Performance bonus
  • Phone Allowance
  • Professional development
  • Provident fund
  • Remote work
  • Social Security
  • Transport Allowance
  • Travel Allowance
  • Travel Insurance
  • Company uniform
  • Corporate Social Responsibility Initiatives
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