Customer Experience Leader

4 days ago


Jakarta, Jakarta, Indonesia Manulife Insurance Malaysia Full time
About the Role

We are seeking a seasoned professional to lead our customer advocacy efforts, driving strategic initiatives that deliver exceptional customer experiences. As Head of Customer Advocacy, you will be responsible for developing and implementing programs that foster deep customer understanding, empathy, and loyalty.

Key Responsibilities
  • Collaborate with cross-functional teams to design and execute customer-centric initiatives.
  • Analyze customer feedback and sentiment data to identify areas for improvement.
  • Develop and maintain relationships with key stakeholders, including customers, employees, and partners.
  • Pilot and launch new customer experience projects, leveraging agile methodologies.
  • Evaluate and report on project success metrics, identifying opportunities for growth.
Requirements
  • Bachelor's degree in Business, Marketing, or related field (or equivalent experience).
  • 10+ years of experience in customer-facing roles, preferably in insurance industry.
  • Demonstrated track record of leading successful customer advocacy initiatives.
  • Excellent communication, leadership, and analytical skills.
  • Ability to navigate complex organizational structures and build strong partnerships.


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