![FWD Insurance](https://media.trabajo.org/img/noimg.jpg)
Lead of Customer Experience
1 week ago
About FWD Group
FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance. Visit
Job Purpose
Develop CX strategy and oversee the design of end-to-end customer journey and customer experience related initiatives using customer insights and data analytics to resolve key customer pain points and create “Next-in-Class’ customer experience to achieve FWD’s vision and goals.
Key Responsibilities
- Develop overall CX strategy including Customer Value Proposition (CVP) and omni-channel strategy catering for target segment
- Oversee the design of end-to-end customer journey based on customer insights to ensure best customer experience across FWD
- Drive execution of CX related initiatives and ensure alignment of all customer related initiatives
- Coach and build human capabilities to have a deep understanding of what customers need and expect, and be able to translate into action plan for each customer segment, estimate ROX, through to execution
- Supervise all customer communication approval to ensure clarity and best CX
- Work with people culture to infuse CX culture into FWD TH through CX pillars, company goals, customer community, PCD, clarity guideline to achieve FWD goal as to be customer-centric brand
- Manage team and ensure good employee experience through communication, recognition, motivation and development to increase team engagement
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