Executive Director Customer Excellence

1 week ago


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

We are a global leader in financial services, committed to helping people make informed decisions and live better lives. As Head of Customer Experience, you will have the opportunity to contribute to our mission by developing and implementing initiatives that drive customer loyalty and retention.

Key Responsibilities
  • Develop and execute customer-centric strategies to improve overall satisfaction.
  • Collaborate with cross-functional teams to design and launch customer-centric products and services.
  • Analyze customer feedback and sentiment data to inform CX strategies.
  • Develop and measure CX metrics, identifying trends and opportunities for growth.
  • Present CX findings and recommendations to senior leadership.
Requirements
  • Bachelor's degree in Business, Marketing, or related field (or equivalent experience).
  • 9+ years of experience in customer-facing roles, preferably in insurance industry.
  • Demonstrated track record of leading successful customer experience initiatives.
  • Excellent communication, leadership, and analytical skills.
  • Ability to navigate complex organizational structures and build strong partnerships.


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