Expert, Customer Experience Management (Life Insurance Project)

Job Purpose: As an Expert in Customer Experience Management, you will play a pivotal role in shaping and ensuring the consistent application of customer experience (CX) design, operation, and measurement principles across all customer touchpoints. You will work cross-functionally to embed customer-centric practices throughout the organization, especially within teams managing direct customer interactions, ensuring alignment with the company’s unified mission.Key Accountabilities: Design and Build a Customer Experience Framework • Develop and Implement the CX Strategy and framework, including principles for effective design, implementation, and management.• Create customer journey maps, identify gaps and suggest improvement actions.• Design customer feedback mechanism across multiple touch points• Translate customer insights and business processes into CX management standards.• Conduct research on CX best practices, methodologies, and industry trends to tailor practical standards for the organization.• Define clear principles and measurable standards for customer experience management.• Champion the framework across the organization by: Creating communication and training plans.• Collaborating on the development of materials.• Measuring training effectiveness and making improvements.• Regularly evaluate and enhance the CX framework based on: Customer feedback and internal insights.• Evolving market practices and trends.Drive Execution and Continuous Improvement • Establish governance mechanisms to monitor adherence to the CX framework.• Collaborate with business units to measure, report, and improve CX performance across all channels.• Ensure cohesive experience management across both online and offline touchpoints.Data-Driven Insights and Analysis • Support the development of systems and platforms for collecting, analyzing, and reporting customer experience data.• Collaborate with relevant teams to analyze customer journeys and feedback.• Identify and recommend initiatives to enhance CX, track implementation, and report on progress.• Analyze customer interactions and insights to identify pain points and opportunities.Other responsibilities • Carry out additional duties as assigned by the Line Manager to support the overall success of the CX function.