Job Description
Job Summary: Drive customer experience transformation in a global company by promoting a customer-centric approach, identifying opportunities for improvement, and collaborating with business units to deliver initiatives that enhance the customer experience. Required skills include cultural change management, time management, communication, and project management. Experience in the Health or General insurance sectors is advantageous. As an equal opportunity employer, we recognize the value of diversity and inclusivity. We offer international career opportunities and a commitment to professional development.
Key Responsibilities:
Promote a customer-centric approach across the business and identify opportunities to improve the customer experience.
Work with the business to drive and implement customer-centric initiatives, track progress, and measure impact on the customer experience.
Collaborate with operational teams to identify key areas for improvement and track progress.
Integrate customer metrics into performance management and quality frameworks.
Provide CX training and promote cultural change.
Benchmark best-in-class standards and drive change programs to achieve these standards.
Represent the end-user on customer-impacting projects and provide input on potential gaps and issues.
Drive collaboration across business units and promote the sharing of information.
Be a catalyst for change by influencing and engaging the business and promoting a customer-focused approach.
Required Skills:
Knowledge of delivering cultural change around customer experience in a consumer-facing industry.
Excellent time management skills and ability to multi-task.
Strong interpersonal, presentation, reporting, and communication skills.
Ability to prioritize workload and manage time effectively.
Highly motivated and proactive individual with creative thinking and problem-solving skills.
Proficiency in MS Office and fluency in English.
High attention to detail and accuracy.
Effective analytical, project management, and negotiation skills.
Experience in operations and/or project management.
Experience in the Health or General insurance sectors is advantageous.
As an equal opportunity employer, we recognize the value of diversity and inclusivity. We offer international career opportunities and a commitment to professional development.