Lead of Customer Experience

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.
• Excellence communication in Thai and English
• Experience working in Insurance company is a must