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Customer Experience Manager APAC

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Zurich Insurance Company Full time
Customer Experience Manager APAC

Reporting to the Head of Customer Experience, you will work closely with a diverse team across countries in APAC to drive thought leadership on customer-centric strategies. Your key responsibilities will include:

  • Optimizing VOC Programs across the region by leveraging TNPS and RNPS insights to drive action.
  • Developing CX Dashboards and Insights in Power BI based on Medallia data.
  • Building expertise on Human-Centered Design across the region, facilitating workshops to understand business and user needs, and presenting concept solutions.
  • Supporting the driving of a Customer Culture in functions and BUs, creating mechanisms to share and leverage best practices.
  • Monitoring KPIs with Country Customer Leads and Head of CX, coordinating implementation of Group Customer Action Plans.

Why Zurich

At Zurich, we take an optimistic approach by focusing on the positives and constantly asking What can go right? We are an equal opportunity employer who knows that each employee is unique - that's what makes our team so great.