Manager - Customer Experience - Insurance Firm

ROLE AND RESPONSIBILITIES:

- Differentiated engagement for standardised customer segments: On how we differentiate customers and their needs and expectations around a series of scientifically proven indicators

- CX metrics and reporting: Where we measure our efforts and initiatives in the context of how we can bring a credible difference to the lives of our customers

- Omni-Channel, IVOC, Contactability and Communication Governance: Here we are playing the role of being contributing, supporting and ideating to facilitate a unified view of our customer. Here we also build initiatives that increase and improve the contactability of our customers

- Institutionalising CX - Here we as a team work to build the CX culture with internal and external stakeholders ensuring the - Circle of Trust - A trust circle which encompasses us, our banking partner and customer- comes to life

PREFERRED SKILLS:

- Sales / Customer Service, Understanding the Lifecyle of an Insurance customer in detail

- Additionally, needs to be strong communicator and collaborator

- Excellent skills in MS- Office (Excel, Word and PPT a must)