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HealthCare
Training Courses
Emloyees Regconition Awards
Mô tả công việc
PURPOSE:
As a new brand in Vietnam, FWD's Vision is to change the way people feel about insurance.
The Manager, Customer Experience (CX) will work with Senior Management, cross-functional stakeholders to formulate customer-related strategies, frameworks, and standards. Ensure to provide consistent and best customer experience at all touch points.
KEY ACCOUNTABILITIES:
• Monitoring and evaluating Voice of Customer scores to identify areas for improvement and taking prompt action to address customer concerns.
• Analyzing customer feedback and data to generate ideas for enhancing the customer journey and satisfaction.
• Leading cross-functional teams to implement customer-centric projects and initiatives.
• Conducting focus group interviews and other research methods to better understand customer needs.
• Collaborating closely with stakeholders across departments to ensure alignment and success of customer experience initiatives.
• Providing regular updates and presentations to Senior Management on customer strategy and initiatives.
• Staying up to date with industry trends and best practices in customer experience management to continuously improve.
• Other tasks assigned by the
line manager.
Yêu cầu công việc
• Bachelor's Degree or above.
• At least 8 years of working experience, in which minimum 4 years of customer experience.
• Experience with a company in finance or insurance is a plus.
• Extensive experience of the customer journey, customer touchpoints and customer feedback.
• Proficient in MS Office and able to learn new systems quickly.
• English fluency.
• Process and customer experience-oriented, with the ability to solve unfamiliar problems with a structured and analytic approach.
• Ability to conduct customer analytics to build good insights about customers and serve as the basis for decision-making.
•
Project Management skill.
• Overview and critical thinking.
• Having a passion for improving customer satisfaction.
Thông tin khác
Ngày Đăng Tuyển
16/05/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch vụ khách hàng, Bảo hiểm, Ngân hàng
Kỹ Năng
Customer Excellence, Customer Journey Map, Customer Insight, Process Excellence
Ngôn Ngữ Trình Bày Hồ Sơ
Tiếng Anh
