Customer Communication

1 week ago


กรงเทพมหานคร, Thailand FWD Insurance Full time

FWD spans Hong Kong, Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam and Japan. In Thailand, established in 2012, FWD Thailand aims to provide customer-led insurance coverage whether it be savings, personal accident, retirement plans, or investment-linked insurance. Along with TMB, our bank partner and with over 900 staffs, we deliver fresh customer experiences and provide quality services to more than 900,000 customers nationwide.

FWD is a fresh insurance company for aspirational people who are looking forward to their lives ahead. We believe that life is all about living your passion and pursuing happiness; it’s our commitment to empower people to live their lives to the fullest everyday.

If you are looking for a company where can fuel your inspiration and cultivate your experience, join us on our exciting journey.

Key Responsibilities
- Design and implement internal and external communication materials to promote company initiatives, new services, or any important message to enhance CX, to raise customer awareness and registration in order to achieve business goal e.g., digital adoptions
- Utilize insights from VOC, CXI, Quarterly Survey and customer data analytic to address customer pain points and improve company communications for best CX in each customer segment, covering all channels including offline and online materials e.g., company website, LINE chatbot
- Lead implementation of key CX initiatives/solutions to enhance communication quality and differentiate CX across various touch-points
- Drive ‘Next in class’ initiatives to deliver excellent communication experience along customer journey e.g., clarity project, personalized and interactive onboarding.



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