Voice of Customer Manager

2 weeks ago

Manila, National Capital Region, Philippines FWD Group Management Holdings Limited Full time
Voice of Customer Manager FWD Group Management Holdings Limited Manila, Philippines

Voice of Customer Manager FWD Group Management Holdings Limited Manila, Philippines Posted 4 days ago Permanent Competitive

Voice of Customer Manager

About FWD Life Philippines

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.

For more information, please visit

1 > Statistics > Life > 2022 > Based on Paid-Up Capital

2 > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
The Voice of the Customer (VOC) Manager is responsible for gathering, analyzing, and interpreting customer feedback and insights to help FWD better understand customer needs, preferences, and expectations. He/she collaborates with various functional units to implement improvements, track customer satisfaction metrics, and ensure that customer feedback is integrated into business strategies.

Success indicators for this role include increased customer emotion scores and net promoter scores, a reduction in customer complaints, higher product/service quality, and improved customer loyalty a2nd retention rates.

Overall, the Voice of the Customer Manager plays a vital role in bridging the gap between customers and the organization, ensuring that customer insights are considered in decision-making and that the organization remains responsive to evolving customer needs. Key Responsibilities

1. FEEDBACK COLLECTION: Gather customer feedback through surveys, reviews, and other channels to capture insights about their experience and expectations.

2. DATA ANALYSIS & PERFOMANCE MONITORING: Analyzing and tracking collected feedback to identify trends, patterns and areas of improvement. Translate data into actionable insights that can drive strategic decisions and improvements across products, services and processes. Track key performance indicators related to customers satisfaction (CES, NPS), loyalty (retention/churn) and engagement to gauge the effectiveness of implemented changes. Work with the CLF team to ensure a closed-loop feedback process where customers are informed of actions taken based on their feedback, demonstrating a commitment to addressing their concerns .

3. COLLABORATION & COMMUNICATION: Working closely with cross functional teams such as product development, marketing, customer support, distribution team (including VOC Champions and SMEs) to share insights and drive customer centric initiatives. Share insights and findings with internal stakeholders, including senior management team, to ensure a clear understanding of customer preferences and concerns.

4. STRATEGY DEVELOPMENT: Using customer insights to contribute to the development of strategies that align with customer needs and enhance overall customer experience. Identify areas where customer feedback highlights the need for process enhancements and working with different functional units to implement these improvements.

Education & Certification

  • College graduate in any field.
  • Preferably LUMA and/or LOMA certified but not a requirement
Experience
  • At least 2 years in the insurance industry with exposure to underwriting, policy administration, and claims management.
  • Prior experience (~3 years) in the field of Customer Experience, Customer Service or similar is necessary.
  • Experience in handling multiple projects using research methodologies such as Customer Journey Mapping and Design Thinking/Human Centered Design.
Privacy Notice

Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.

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