Customer Experience Senior Manager

1 day ago

Taguig, National Capital Region, Philippines Eastwest Ageas Insurance Full time $60,000 - $80,000 per year

Overall purpose, duties and responsibilities of the role:

The job holder will spearhead and execute the Customer Experience (CX) initiatives of EWA by assessing and monitoring the implementation of strategic projects, through constant collaboration with relevant departments (e.g., sales, operations, product). This role will also support the Strategic Marketing Lead in the strategic planning and development of customer experience enhancements. These CX programs shall introduce new ways of working to resolve customer pain points and operational challenges.

Duties and Responsibilities

· Conducts research methods and analysis essential in the development of EWA's strategic CX framework applied to all customer touchpoints.

· Designs and implements the customer journey mapping activities, persona building and other relevant customer experience methodologies to understand and reduce customer brand interaction pain points.

· Drives the ECM (Existing Customer Management) strategy with the aim of enriching customer engagement and loyalty.

· Captures and analyzes vital customer data and insights to define key performance indicators that will drive business proposition and operational efficiency.

· Stimulates and leverages relevant customer solutions to increase product consideration for new business and next best offer, including enhanced customer servicing.

· Actively promotes and upholds the principles of CX culture and governance.

· Act as the Subject Matter Expert in influencing the CX mindset and culture across the organization.

Essential Skills / Qualifications:

  • At least 5-8 years' experience in the CX function particularly, in organizing customer journey mapping, customer persona creation, and other design experience that promote customer satisfaction and brand loyalty.

  • Adept in various data collection and analysis methodologies.

  • Strong interpersonal, written, and verbal communication skills.

  • Ability to influence and collaborate across all levels of the organization.

  • Profound knowledge in Customer Experience concepts and practices to be able to influence functional teams to be customer-led.

  • Experience in the insurance industry or financial services will be a plus.

Familiarity with digital tools (e.g., SAS, Salesforce, Qualtrics, and/or other CRM platforms) and customer solutions (Chatbot, TalkBot, Mobile App) an advantage.

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