Head of Cxt

4 months ago

Jakarta, Indonesia Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering **Head of CXT **with the resources to solve critical problems for the future of our business, which is why we need you.

**Responsibilities**:
**Customer Advocacy (NPS)**
- Working with EMT, Outer Loops, Inner Loops, HR & other stakeholders
- Integrate customer lens into corporate planning process.
- Drive EMT to continuously uplift behavior and modelling
- Embed employee-focused initiatives (e.g. recruitment, hiring, quality assessment, etc.) with HR
- Run monthly Outer Loops & ensure actions are executed.
- Perform strategic, root cause analysis to support Inner Loops and others.
- Coordinate across different prototypes working with each champion.
- Collaborate with RO Team to define & manage market’s NPS implementation roadmap.
- Select local prototype champions and teams to launch more inner loops.
- Continuous training to NPS Practitioners within market
- Develop NPS local communications plan to uplift employee knowledge and instill change.

**Customer Experience**
- Journey mapping for Manulife Customer to create high engagement with customer
- Create and develop campaign related to new initiatives, new services to customers aligned with VOC from NPS Verbatim to increase CX and NPS score
- To support and collaborate with related function/department for new initiatives related to customer to ensure the initiatives will help the customer, increase their engagement and experience with us. (Include UI/UX research, Survey/FGD to customer/agent and Customer Journey)

**Customer Insight/Research**
- To create standardization in the Research process, collaborate to share the knowledge and encourage related departments in implementing Customer Research
- To showcase the value of Customer Research in strategic initiatives and helping the organization understand better the Design-Thinking principles (i.e. what value customer/user input brings, why it is important, how it connects to business goal)
- Collaborate with RO for initiated customer insights/study.

**How will you create impact?**

The Head of CX is responsible for meeting/exceeding Tier 1 and 2 KPIs for the Digital and Customer pillar. In this role, they will continually scan for innovative and cost effective emerging methods, process, and technologies to ensure that KPIs are met.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Bachelor’s Degree or Master degree in Business, Economic, Management, Engineering or related field (or significant equivalent experience).
- Demonstrated track record of successfully managing teams and working through transformations.
- Experience leading projects with cross-functional teams.
- Excellent communication, leadership, problem-solving and analytical skills.
- Strong written and verbal communication skills both in English and Bahasa.
- Ability to organize and manage multiple priorities and detailed oriented.
- Min 10 years of working experience in Insurance industry and having CX/UX knowledge

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your

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