AmTrust Mobile Solutions - Manager/Assistant Manager - Customer Experience

Job Description Particulars :

Job Level : Manager / Assistant Manager

Position Description : Customer Journey Support

Division : Operations

Required Experience :

- 4-8 years of relevant experience

- Experience of developing great customer experience using new technology and media

- Experience of successfully developing and delivering customer experience programs within a large brand/organization

- Experience of managing and successful collaboration with internal and external parties

- Ability to work and think creatively on multiple projects with multiple teams

Required Qualifications :

- Graduate / MBA Marketing, Customer experience

Job Requirements :

- Previous experience in delivering customer experience programs across B2B sectors

- Strong understanding of how customers engage with a business through touch points and interactions

- Understanding on engaging the customer related to claims and insurance will be an added advantage

- Ability to motivate individuals

- Advanced analytical skills to enable use of statistics and reports

- An energetic, keen and self-motivated individual with ability to influence and engage others

Key Responsibilities :

- Use quantitative and qualitative analysis to identify and prioritize opportunities to improve the customer experience

- Simplify and visualize our customer journey and help other employees understand how they can help deliver exceptional customer experiences

- Identify existing conflicts or areas of friction within the current customer journey and remove them

- Identify customer 'hero' stories to illustrate the desired customer experience and promote these across the business

- Set up a mechanism to capture ideas about how to improve the customer experience from the wider business.