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    Lead of Customer Experience

    Full-Time
    Bangkok, Thailand
    Posted: August 15, 2024
    Position Details

    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



    Skills
    Customer Journeys
    Customer Experience
    Leadership
    Channel Strategy
    Customer Communication

    Functions
    Customer Service

    Job Overview

    Job Type:

    Full-Time


    Company

    FWD Thailand logo

    FWD Thailand

    21 active jobs

    Industry:

    Other

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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