Customer Experience Strategy Specialist

FWD Life Insurance Group

Bangkok, Thailand
Customer experience strategy development
Cross-functional collaboration
Customer journey mapping
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

Job Summary

  • 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.
  • The specialist will provide a comprehensive and authoritative view of the customer experience and develop strategy across the enterprise to maximize customer acquisition, loyalty, retention and profitability.
  • They will lead implementation of key CX initiatives and work collaboratively across the organization to develop segment strategies including customer value proposition, offerings and supporting experiences which lead to increased customer satisfaction.

Matching Summary

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.

Skills & Requirements

Must-have

  • Customer experience strategy development
  • Cross-functional collaboration
  • Customer journey mapping
  • CX KPI tracking and analytics
  • Multi-channel customer experience design
  • Implementation of CX initiatives

Nice-to-have

  • Customer design thinking workshops
  • Voice of the customer analysis
  • Segment strategy development
  • Reducing customer effort in interactions

Key Requirements

  • Experience in customer experience strategy
  • Proven ability to lead CX initiatives
  • Experience with customer journey mapping
  • Experience with CX analytics and KPI tracking

Work Rights

Not specified

Tailored Resume

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